Help Desk Support – ServiceNow

📋 Description

• Oversee ServiceNow projects with a primary emphasis on IT Service Management (ITSM), encompassing Incident, Problem, Request, and Knowledge Management workflows.

• Collaborate with help desk personnel, support teams, and business stakeholders to collect functional requirements and convert them into scalable ServiceNow solutions.

• Design, develop, and enhance ServiceNow applications that elevate the end-user support experience, optimize triage processes, and bolster organizational knowledge practices.

• Evaluate current Service Desk operations to pinpoint gaps, recurring issues, and areas needing improvement; establish future-state support processes that adhere to ITIL best practices.

• Maintain ongoing collaboration with help desk teams and ServiceNow users to guarantee that solutions are intuitive, efficient, and widely adopted.

• Work closely with technical teams to configure ITSM modules, create knowledge articles, enhance search functionality, and improve request catalog items.

• Stay informed about ServiceNow ITSM, Knowledge Management, and automation capabilities to suggest innovative enhancements that boost Service Desk efficiency.

• Perform system assessments and offer expert recommendations to optimize existing ServiceNow implementations, focusing on ticket routing, SLA management, and self-service capabilities.

• Produce functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.

• Assist in user acceptance testing, knowledge base audits, and training initiatives to ensure the successful deployment of new features and updates.

• Generate technical and functional documentation for ServiceNow workflows, configuration modifications, and knowledge management processes.

⛳️ Requirements

• Capability to obtain and maintain a Federal or DoD SECRET clearance; clearance must be fully adjudicated prior to onboarding.

• Bachelor's degree (Relevant experience may be substituted for formal education or an advanced degree).

• At least four (4) years of experience in implementing ServiceNow or a similar ITSM platform.

• Familiarity with Agile, Scrum, or SAFe methodologies.

• Proven understanding of the ServiceNow ITSM suite, including Incident, Problem, Request Management, Knowledge Management, and Agent Workspace; exposure to GRC, SPM, or App Engine is advantageous.

• Experience with full Software Development Lifecycle processes and documentation standards.

• Strong consulting abilities, including facilitation of requirements sessions, leadership in client discussions, support for UAT, and delivery of user training.

🏝️ 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.)