ServiceNow Help Desk Support

Guidehouse

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

Posted 9/23/2026full-timeRemote • United StatesJuniorMid-Level💰 $70,000 - $116,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow ITSM, including Incident, Problem, Request, and Knowledge Management workflows, while effectively engaging with stakeholders to gather requirements and deliver scalable solutions. Proficient in Agile methodologies and possesses strong analytical, problem-solving, and communication skills to enhance Service Desk operations and user training.

Highest-signal resume keywords

ServiceNow ITSM SuiteAgile MethodologiesServiceNow Configuration ExperienceStrong Consulting SkillsActive Security Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementRequest ManagementKnowledge ManagementSoftware Development LifecycleUser Acceptance TestingProcess Flow DevelopmentDocumentation StandardsKnowledge GovernanceAutomation Capabilities

Soft Skills

Strong Communication SkillsAnalytical SkillsProblem-Solving SkillsTeam CollaborationAttention to Detail

Tools & Technologies

ServiceNowPower AppsPower AutomateSharePointUiPathSalesforcePower BITableau

Certifications & Qualifications

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)ServiceNow Certified Implementation Specialist - Knowledge Management (CIS-KM)ServiceNow Certified Application Developer (CAD)

Industry Keywords

IT Service ManagementITIL Best PracticesFederal ComplianceRisk ManagementSLA Management

Tech Stack

Tools & technologies

ITSMServiceNowTableau

About the role

Key responsibilities & impact

Lead ServiceNow initiatives focused 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 to improve end-user support, streamline triage, and strengthen knowledge practices
Analyze Service Desk operations to identify gaps, recurring issues, and improvement areas
Define future-state support processes aligned with ITIL best practices
Maintain engagement with help desk teams and ServiceNow users to ensure intuitive, efficient, and well-adopted solutions
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
Conduct system assessments and provide recommendations focused on 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 efforts
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
Minimum of TWO (2) years of professional experience
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
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
One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.) preferred as a nice-to-have qualification
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

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