ServiceNow Specialist - Service Desk

We are seeking a ServiceNow ITSM Specialist to join the team! The ITSM Specialist configures and delivers the Service Desk portion of an Enterprise Technology Management platform for a municipal government client, replacing or modernizing the City’s current help desk processes with ServiceNow IT Service Management. This role works directly with City IT staff to design ticket workflows, the self-service portal, and the service catalog so that City employees can request and track IT support easily. This is a full-time, hybrid position based out of our Tysons, VA office with periodic travel to the client site in Danville, VA., ITSM Configuration & Development

• Configure Incident, Problem, Change, Request, and Knowledge Management to ITIL 4 practices
• Build the Service Catalog, record producers, and fulfillment workflows using Flow Designer
• Configure the Employee Service Center / Service Portal for self-service requests, knowledge search, and ticket status
• Set up SLAs, assignment rules, notifications, and escalations
• Build reports, dashboards, and Performance Analytics for service desk metrics

Requirements & Process Design

• Lead ITSM requirements workshops with City IT staff and document current- and future-state processes
• Recommend out-of-the-box process improvements and keep customization to a minimum

Testing & Go-Live

• Support unit, system, and user acceptance testing (UAT) and fix defects
• Ensure portal and forms meet Section 508 / WCAG 2.1 AA accessibility requirements
• Provide go-live and hypercare support to the City’s service desk team

Collaboration

• Work with the ServiceNow Architect on platform standards and integrations (e.g., email, Microsoft Teams, Active Directory)
• Partner with the Training Lead to provide content for agent and end-user training

Deliverables

• ITSM requirements and process design documents
• Configured ITSM modules, Service Catalog items, and Service Portal
• SLA definitions, notification matrix, and service desk dashboards
• Test scripts and UAT defect resolution log
• ITSM configuration workbook for City support staff

ServiceNow, Customer Support/Service, ServiceNow, Willing to Travel, Technical Leadership, Technical Support, IT Service Management (ITSM), Government, Help Desk, Customer Support/Service, * Bachelor’s Degree or higher (or equivalent experience)

• 5+ years of ServiceNow experience, including 3+ full-lifecycle ITSM implementations
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - ITSM (CIS-ITSM) required; Certified Application Developer (CAD) a plus
• ITIL 4 Foundation certification
• Working knowledge of JavaScript, Flow Designer, and Service Portal
• Strong verbal and written communication skills for working with non-technical stakeholders
• Ability to travel to Danville, VA as required
• Ability to pass a criminal background check required by the client contract

Salary: $110,000-$140,000 per year