{"id":1162675,"url":"https://alion.io/job/guidehouse-servicenow-help-desk-support-2","title":"ServiceNow Help Desk Support","company":{"id":4179,"name":"Guidehouse","domain":"guidehouse.com","url":"https://alion.io/company/guidehouse","size_band":"5000+","is_staffing_agency":true,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":96,"ghost_share":0,"stale_share":0.688,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":116000,"currency":"USD","period":"year","gross":null,"usd_annual":116000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Scrum","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Power Apps","optional":true},{"name":"Power Automate","optional":true},{"name":"Power BI","optional":true},{"name":"SharePoint","optional":true},{"name":"UiPath","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T14:29:52Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Family:\nSAAS/PAAS/Cloud Application DevelopmentTravel Required:\nUp to 10%Clearance Required:\nActive SecretWhat You Will Do:\nLead ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows.\nEngage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable ServiceNow solutions.\nDesign, develop, and enhance ServiceNow applications that improve the end-user support experience, streamline triage processes, and strengthen organizational knowledge practices.\nAnalyze 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.\nMaintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well-adopted.\nCollaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items.\nStay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency.\nConduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self-service.\nDevelop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation.\nSupport user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates.\nCreate technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.\nWhat You Will Need:\nAn ACTIVE and MAINTAINED \"SECRET\" Federal or DoD security clearance\nBachelor's degree (Relevant experience may be substituted for formal education or advanced degree)\nMinimum of TWO (2) years of professional experience\nExperience working within Agile, Scrum, or SAFe methodologies.\nDemonstrated 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.\nExperience with full Software Development Lifecycle processes and documentation standards.\nStrong consulting skills, including the ability to facilitate requirements sessions, lead client discussions, support UAT, and deliver user training.\nWhat Would Be Nice to Have:\nOne or more ServiceNow certifications (CSA, CIS-ITSM, CIS-Knowledge Management, CAD, etc.).\nStrong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.\nStrong analytical and problem-solving skills, particularly related to Service Desk operations and knowledge governance.\nAbility to work effectively as part of a team and build strong relationships with stakeholders at all levels.\nAttention to detail and commitment to accuracy in documentation and configuration.\nBroad familiarity with low-code/no-code platforms (Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau).\nHands-on configuration experience in ServiceNow ITSM modules.\nGeneral understanding of financial, compliance, or risk management processes within federal environments.\nAbility to self-organize, prioritize, and manage multiple concurrent tasks.\nThe annual salary range for this position is $70,000.00-$116,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. What We Offer:\nGuidehouse 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.\nBenefits include:\nMedical, Rx, Dental & Vision Insurance\n\nPersonal and Family Sick Time & Company Paid Holidays\n\nParental Leave\n\n401(k) Retirement Plan\n\nGroup Term Life and Travel Assistance\n\nVoluntary Life and AD&D Insurance\n\nHealth Savings Account, Health Care & Dependent Care Flexible Spending Accounts\n\nTransit and Parking Commuter Benefits\n\nShort-Term & Long-Term Disability\n\nTuition Reimbursement, Personal Development, Certifications & Learning Opportunities\n\nEmployee Referral Program\n\nCorporate Sponsored Events & Community Outreach\n\nCare.com annual membership\n\nEmployee Assistance Program\n\nSupplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)\n\nPosition may be eligible for a discretionary variable incentive bonus\n\nAbout Guidehouse\nGuidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.\nGuidehouse 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.\nIf 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 1-571-633-1711 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.\nAll communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com 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.\nIf any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s 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 applicant’s dealings with unauthorized third parties.\nGuidehouse 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.","description_format":"text","description_chars":6899,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["Parental leave","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education"],"lifecycle":[{"event":"open","at":"2026-09-24T00:38:34Z"}],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.379,"p_room":1,"age_days":1,"expected_fill_days":21,"reasons":["conf:1","agency","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":116000,"is_top_pay":true},"html_url":"https://alion.io/job/guidehouse-servicenow-help-desk-support-2","json_url":"https://alion.io/job/guidehouse-servicenow-help-desk-support-2.json","meta":{"generated_at":"2026-09-24T16:52:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}