Guidehouse Managed Services LLC is hiring a ServiceNow Help Desk - Knowledge Management Analyst

Join Guidehouse Managed Services LLC as a ServiceNow Help Desk - Knowledge Management Analyst. In this role, you will lead ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows. You’ll be responsible for analyzing current-state Service Desk operations to identify gaps and define future-state support processes aligned with ITIL best practices.

What You'll 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 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.
• 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.

What We're Looking For

• 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.
• 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 self‑organize, prioritize, and manage multiple concurrent tasks.

Nice to Have

• Active SECRET or higher clearance.
• 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.

Technical Stack

• ServiceNow, ITSM, Incident Management, Problem Management, Request Management, Knowledge Management, Agent Workspace
• GRC, SPM, App Engine
• Power Apps, Power Automate, SharePoint, UiPath, Salesforce, Power BI, Tableau

Benefits & Compensation

• Compensation: $80,000.00-$133,000.00
• 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
• Care.com 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

Work Mode

This position offers a hybrid work arrangement.

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.