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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow Help Desk Support - **Company:** Guidehouse Inc. - **Location:** United States (Remote available) - **Salary:** $53,000.0 - $88,000.0 - **Contract:** Permanent contract - **Skills:** Computer-Aided Design, Agile Methodology, Google App Engines, Software Documentation, System Configuration, Knowledge Management, Scrum Methodology, Power BI, ServiceNow Application Engine, Salesforce.Com, Microsoft SharePoint, Software Engineering, Tableau (Software), Microsoft Power Automate, Uipath, No-code Tools, Low-code, Powerapps, Servicenow - **Published:** September 22, 2026 - **Apply:** https://guidehouse.wd1.myworkdayjobs.com/External/job/US---Remote-Any-location/ServiceNow-Help-Desk-Support_44798 ## About the Role * An ACTIVE and MAINTAINED "SECRET" Federal or DoD security clearance * Bachelor's degree (Relevant experience may be substituted for formal education or advanced degree) * 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. What Would Be Nice to Have: * 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. * Ability to self-organize, prioritize, and manage multiple concurrent tasks. ## Description * 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. ## Related Videos - [How to achieve web automation with UiPath](https://www.wearedevelopers.com/videos/310-how-to-achieve-web-automation-with-uipath) - [Reimagining app development with Low-code and AI](https://www.wearedevelopers.com/videos/1651-reimagining-app-development-with-low-code-and-ai) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [The Deichmann RPA journey: Step by step with low-code automation to success](https://www.wearedevelopers.com/videos/1566-the-deichmann-rpa-journey-step-by-step-with-low-code-automation-to-success) - [RPA crash course for .Net developers – intro into the world of RPA from the perspective of a .Net developer](https://www.wearedevelopers.com/videos/271-rpa-crash-course-for-net-developers-intro-into-the-world-of-rpa-from-the-perspective-of-a-net-developer) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026)