ServiceNow Help Desk Support
About The Position
This role involves leading ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows. The position requires engaging with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable ServiceNow solutions. The successful candidate will design, develop, and enhance ServiceNow applications to improve the end-user support experience, streamline triage processes, and strengthen organizational knowledge practices. This includes analyzing current-state Service Desk operations, identifying gaps and areas for improvement, and defining future-state support processes aligned with ITIL best practices. Continuous engagement with help desk teams and ServiceNow users is essential to ensure solutions are intuitive, efficient, and well-adopted. Collaboration with technical teams for ITSM module configuration, knowledge article creation, search optimization, and request catalog enhancement is key. The role also involves staying current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements, conducting system assessments for streamlining ticket routing, SLA management, and self-service, and developing functional work products such as process flows, knowledge governance plans, user guides, and operational documentation. Support for user acceptance testing, knowledge base audits, and training efforts is also required, along with creating technical and functional documentation for ServiceNow workflows and processes.
Requirements
- An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance
- Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree)
- Experience working within Agile, Scrum, or SAFe methodologies.
- Demonstrated understanding of the ServiceNow ITSM suite, including Incident/Problem/Request Management, Knowledge Management, and Agent Workspace; exposure to GRC, SPM, or App Engine is a plus.
- Experience with full Software Development Lifecycle processes and documentation standards.
- Strong consulting skills, including the ability to facilitate requirements sessions, lead client discussions, support UAT, and deliver user training.
Nice To Haves
- One or more ServiceNow certifications (CSA, CIS‑ITSM, CIS‑Knowledge Management, CAD, etc.).
- Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Strong analytical and problem‑solving skills, particularly related to Service Desk operations and knowledge governance.
- Ability to work effectively as part of a team and build strong relationships with stakeholders at all levels.
- Attention to detail and commitment to accuracy in documentation and configuration.
- Broad familiarity with low‑code/no‑code platforms (Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau).
- Hands‑on configuration experience in ServiceNow ITSM modules.
- General understanding of financial, compliance, or risk management processes within federal environments.
- Ability to self‑organize, prioritize, and manage multiple concurrent tasks.
Responsibilities
- Lead ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows.
- Engage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable ServiceNow solutions.
- Design, develop, and enhance ServiceNow applications that improve the end‑user support experience, streamline triage processes, and strengthen organizational knowledge practices.
- Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‑state support processes that align with ITIL best practices.
- Maintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well‑adopted.
- Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
- Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.
- Conduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self‑service.
- Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
- Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.
- Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
- Position may be eligible for a discretionary variable incentive bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
