Help Desk Support

Role Overview

• Lead ServiceNow initiatives with a primary focus 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 that improve the end‑user support experience, streamline triage processes, and strengthen organizational knowledge practices.
• Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‑state support processes that align with ITIL best practices.
• Maintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well‑adopted.
• Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.
• Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.
• Conduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self‑service.
• Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.
• Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.
• Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.

Requirements

• Ability 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 advanced degree)
• Minimum of four (4) years of ServiceNow or similar ITSM platform implementation 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; exposure to GRC, SPM, or App Engine is a plus.
• 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.

Tech Stack

• ITSM
• ServiceNow

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.)