Guidehouse · 23 hours ago
ServiceNow Help Desk - Knowledge Management Analyst
United States
Full-time
Remote
Mid Level
$80K/yr - $133K/yr
4+ years expGuidehouse is a company focused on providing innovative solutions in various sectors, and they are seeking a ServiceNow Help Desk - Knowledge Management Analyst. This role involves leading ServiceNow initiatives to enhance IT Service Management processes and improving the end-user support experience through effective collaboration and application development.
AdviceConsultingManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
Ability to obtain and maintain a Federal or DoD SECRET clearance; clearance must be fully adjudicated prior to onboarding
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
Ability to self-organize, prioritize, and manage multiple concurrent tasks
Preferred
Active SECRET or higher clearance
One or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.)
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
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
Company
Guidehouse
Guidehouse offers consulting services for public and commercial markets with expertise in management, technology, and risk consulting.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0.75MKey Investors
Mission Daybreak
2023-11-06Acquired
2023-02-16Grant· $0.75M
Leadership Team
Scott McIntyre
Chairman and CEO
Alicia Harkness
Partner
Recent News
Washington Technology
2026-01-16
Washington Technology
2026-01-09
Company data provided by crunchbase