ServiceNow Help Desk Knowledge Management Analyst
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Job Location:
San Antonio, TX - USA
Monthly Salary:
$ 80000 - 133000
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Family:
Software Development & Support
Travel Required:
Clearance Required:
What You Will Do:
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 enduser 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 futurestate 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 welladopted.
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 selfservice.
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.
What You Will Need:
- 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 selforganize prioritize and manage multiple concurrent tasks.
What Would Be Nice to Have:
- Active SECRET or higher clearance.
- One or more ServiceNow certifications (CSA CISITSM CISKnowledge Management CAD etc.).
- Strong written and verbal communication skills with the ability to explain technical concepts to nontechnical audiences.
- Strong analytical and problemsolving 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 lowcode/nocode platforms (Power Apps Power Automate SharePoint UiPath Salesforce Power BI Tableau).
- Handson configuration experience in ServiceNow ITSM modules.
- General understanding of financial compliance or risk management processes within federal environments.
What We Offer:
Guidehouse offers a comprehensive total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
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
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
About Guidehouse
Guidehouse is an Equal Opportunity EmployerProtected Veterans Individuals with Disabilities or any other basis protected by law ordinance or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities or to apply for a position and you require an accommodation please contact Guidehouse Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @ or . Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse please report the matter to Guidehouses Ethics Hotline. If you want to check the validity of correspondence you have received please contact . Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicants dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Guidehouse is the only scaled advisory consultancy in the world to fully integrate commercial and public or government businesses within each of our industry segments because complex problems require both perspectives to address and outwit.
