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.

Requirements

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; 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.
Ability to self‑organize, prioritize, and manage multiple concurrent tasks.

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowIT Service ManagementIncident ManagementProblem ManagementRequest ManagementKnowledge ManagementAgileScrumSAFeSoftware Development Lifecycle

Soft Skills

consultingfacilitationclient discussionsuser acceptance testingtrainingself-organizationprioritizationtask management

Certifications

Federal clearanceDoD SECRET clearance