Help Desk Support

Guidehouse

. Lead ServiceNow initiatives focused on IT Service Management workflows, including Incident, Problem, Request, and Knowledge Management .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $53,000 - $88,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow ITSM workflows, including Incident, Problem, Request, and Knowledge Management, while effectively gathering requirements and translating them into scalable solutions. Strong analytical skills and attention to detail are essential for optimizing Service Desk operations and ensuring user adoption.

Highest-signal resume keywords

ServiceNow ITSM SuiteAgile MethodologiesUser Acceptance Testing (UAT)ServiceNow CertificationsAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationITIL-Aligned Support ProcessesSoftware Development LifecycleKnowledge ManagementProcess Flow Development

Soft Skills

Strong Communication SkillsConsulting SkillsTeam CollaborationAttention to DetailRelationship Building

Tools & Technologies

Power AppsPower AutomateSharePointUiPathSalesforcePower BITableau

Certifications & Qualifications

CSACIS-ITSMCIS-Knowledge ManagementCAD

Industry Keywords

Federal Security ClearanceGRCSPMRisk ManagementCompliance

Tech Stack

Tools & technologies

ITSMServiceNowTableau

About the role

Key responsibilities & impact

Lead ServiceNow initiatives focused on IT Service Management workflows, including Incident, Problem, Request, and Knowledge Management
Gather functional requirements from help desk agents, support teams, and business stakeholders and translate them into scalable ServiceNow solutions
Design, develop, and enhance ServiceNow applications to improve end-user support, triage, and organizational knowledge practices
Analyze current-state Service Desk operations, identify gaps and recurring issues, and define future-state ITIL-aligned support processes
Engage continuously with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and adopted
Collaborate with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items
Recommend enhancements using ServiceNow ITSM, Knowledge Management, and automation capabilities
Assess existing ServiceNow implementations and recommend improvements to ticket routing, SLA management, and self-service
Develop process flows, knowledge governance plans, user guides, communication materials, and operational documentation
Support user acceptance testing, knowledge base audits, and training for new features and updates
Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes

Requirements

What you’ll need

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 facilitating requirements sessions, leading client discussions, supporting UAT, and delivering user training
One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.) is nice to have
Strong written and verbal communication skills
Strong analytical and problem-solving skills related to Service Desk operations and knowledge governance
Ability to work effectively as part of a team and build relationships with stakeholders
Attention to detail and commitment to accuracy in documentation and configuration
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

Benefits

Comp & perks

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
Flexible benefits package