ServiceNow ITSM Specialist — Secret Clearance

Guidehouse; Washington (District of Columbia); On-site; USD 70,000 - 116,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision

401(k) Retirement Plan

Parental Leave

Tuition Reimbursement

Learning Opportunities

Job summary

Guidehouse is seeking a ServiceNow ITSM specialist in Washington, DC to lead IT service management initiatives. You will design, develop, and enhance ServiceNow applications, collaborating with help desk and business stakeholders to gather requirements and translate them into scalable workflows.

The role requires an active and maintained Secret clearance, a Bachelor's degree, and 2+ years of experience in Agile environments.

Qualifications

• Active SECRET clearance (must be maintained).
• Bachelor's degree or equivalent experience.
• 2+ years in ITSM/ServiceNow in Agile environments (Scrum/SAFe).
• Knowledge of Incident, Problem, Request, and Knowledge Management in ServiceNow.
• Familiarity with knowledge governance, SDLC, and documentation standards.
• Nice-to-have: CSA, CIS-ITSM, CIS-Knowledge Management, CAD certs.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Lead ServiceNow ITSM initiatives focusing on Incident, Problem, Request, and Knowledge Management workflows.
• Gather requirements from help desk, support teams, and business stakeholders and translate into scalable ServiceNow solutions.
• Design, develop, and enhance ServiceNow applications to improve end-user support and knowledge practices.
• Analyze current Service Desk operations to identify gaps and define future-state processes aligned with ITIL.
• Configure ITSM modules, build knowledge articles, optimize search, and enhance request catalogs.
• Support UAT, training, and documentation; create process flows and governance plans.
• Stay current on ITSM capabilities and propose enhancements to improve Service Desk efficiency.

Skills

ITSM

ServiceNow

Incident Management

Problem Management

Knowledge Management

Agile

Scrum

SAFe

Consulting

UAT

Education

Bachelor's degree

Tools

ServiceNow ITSM

Agent Workspace

GRC

SPM

App Engine

Job description

Guidehouse is seeking a ServiceNow ITSM specialist in Washington, DC to lead IT service management initiatives. You will design, develop, and enhance ServiceNow applications, collaborating with help desk and business stakeholders to gather requirements and translate them into scalable workflows.

The role requires an active and maintained Secret clearance, a Bachelor's degree, and 2+ years of experience in Agile environments.