ServiceNow Admin

Job Family:

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:

• Bachelors Degree (Computer Science Information Technology or Business is preferred)
• Must be able to OBTAIN and MAINTAIN a Federal or DoD PUBLIC TRUST; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
• Minimum of FOUR (4) years of professional experience.
• ServiceNow certifications: CSA CIS CAD is preferred
• Ability to commute to client or corporate offices within the Sacramento CA metropolitan area as required by the practice.

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.
• Ability to selforganize prioritize and manage multiple concurrent tasks.

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.