ServiceNow Help Desk Support

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

📋 Description

• Oversee ServiceNow projects centered on IT Service Management (ITSM), which encompasses Incident, Problem, Request, and Knowledge Management workflows.

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

• Design, develop, and improve ServiceNow applications to enhance end-user support, streamline triage processes, and fortify knowledge management practices.

• Evaluate Service Desk operations to pinpoint gaps, recurring issues, and areas for improvement.

• Establish future-state support processes that are in line with ITIL best practices.

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

• Work in conjunction with technical teams to configure ITSM modules, create knowledge articles, optimize search functionalities, and refine request catalog items.

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

• Perform system assessments and offer recommendations focused on ticket routing, SLA management, and self-service options.

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

• Assist with user acceptance testing, knowledge base audits, and training initiatives.

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

⛳️ Requirements

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

• A Bachelor's degree; relevant experience may be accepted in lieu of formal education or an advanced degree.

• At least TWO (2) years of professional experience is necessary.

• Familiarity with Agile, Scrum, or SAFe methodologies is important.

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

• Experience with complete Software Development Lifecycle processes and documentation standards is essential.

• Exceptional consulting abilities, 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.) are preferred as a desirable qualification.

• Strong written and verbal communication skills, capable of explaining technical concepts to non-technical audiences.

• Excellent analytical and problem-solving skills, especially concerning Service Desk operations and knowledge governance.

• Ability to work efficiently as part of a team and cultivate strong relationships with stakeholders at all levels.

• Meticulous attention to detail and a commitment to accuracy in documentation and configuration.

• General familiarity with low-code/no-code platforms such as Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, and Tableau.

• Practical configuration experience within ServiceNow ITSM modules.

• Basic understanding of financial, compliance, or risk management processes in federal environments.

• Capability 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 qualify for a discretionary variable incentive bonus.

• Flexible benefits package.