Help Desk Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee ServiceNow projects aimed at enhancing IT Service Management workflows, including Incident, Problem, Request, and Knowledge Management.

• Collect functional requirements from help desk representatives, support teams, and business stakeholders, converting them into scalable ServiceNow solutions.

• Design, develop, and refine ServiceNow applications to enhance end-user support, triage processes, and organizational knowledge practices.

• Evaluate current Service Desk operations, pinpoint gaps and recurring issues, and outline future-state ITIL-aligned support processes.

• Maintain ongoing engagement with help desk teams and ServiceNow users to ensure solutions are user-friendly, efficient, and widely adopted.

• Collaborate with technical teams to configure ITSM modules, create knowledge articles, optimize search functionalities, and improve request catalog items.

• Suggest enhancements utilizing ServiceNow ITSM, Knowledge Management, and automation features.

• Review existing ServiceNow implementations and propose improvements to ticket routing, SLA management, and self-service capabilities.

• Create process flows, knowledge governance plans, user manuals, communication materials, and operational documentation.

• Assist with user acceptance testing, knowledge base audits, and training for new features and updates.

• Produce technical and functional documentation for ServiceNow workflows, configuration adjustments, and knowledge management processes.

⛳️ Requirements

• An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance is required.

• A Bachelor's degree is preferred; relevant experience may replace formal education or advanced degrees.

• Experience in Agile, Scrum, or SAFe methodologies is essential.

• Proven understanding of the ServiceNow ITSM suite, including Incident/Problem/Request Management, Knowledge Management, and Agent Workspace.

• Familiarity with GRC, SPM, or App Engine is advantageous.

• Experience with comprehensive Software Development Lifecycle processes and documentation standards is needed.

• Strong consulting skills, including the ability to facilitate requirements sessions, lead client discussions, support UAT, and provide user training.

• One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.) is preferred.

• Excellent written and verbal communication skills are necessary.

• Strong analytical and problem-solving capabilities related to Service Desk operations and knowledge governance.

• Ability to work effectively as part of a team and foster relationships with stakeholders.

• Attention to detail and a commitment to accuracy in documentation and configuration are critical.

• Familiarity with low-code/no-code platforms (e.g., Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau) is beneficial.

• Hands-on configuration experience in ServiceNow ITSM modules is required.

• A general understanding of financial, compliance, or risk management processes within federal environments is preferred.

• Ability to self-organize, prioritize, and manage multiple concurrent tasks effectively.

🏝️ 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.

• Flexible benefits package.