Guidehouse
SAAS/PAAS/Cloud Application Development
ServiceNowAdmin
Neural analysis suggests this role is
optimal for Mid candidates.
“ServiceNow Admin at Guidehouse. Skills: ServiceNow, ITSM, Knowledge Management. Lead ServiceNow initiatives. Engage with stakeholders”
What You'll Achieve.
improve the end-user support experience; streamline triage processes; strengthen organizational knowledge practices; improve Service Desk efficiency
Industry & Context.
analyze current-state Service Desk operations; identify gaps; identify recurring issues; define future-state support processes; analytical and problem-solving skills
Up to 10% travel, Ability to Obtain Public Trust, Ability to commute to client or corporate offices
What They're Looking For.
Must Have
Bachelor's Degree, Ability to Obtain Public Trust, FOUR (4) years of professional experience
Nice to Have
Computer Science, Information Technology, Business, ACTIVE PUBLIC TRUST, SUITABILITY, ServiceNow certifications: CSA, CIS, CAD, Active SECRET or higher clearance, CSA, CIS-ITSM, CIS-Knowledge Management, CAD, written and verbal communication skills, analytical and problem-solving skills, Ability to work effectively as part of a team, Attention to detail, Ability to self-organize, prioritize, manage multiple concurrent tasks
What You'll Do.
Lead ServiceNow initiatives
Engage with stakeholders
Design ServiceNow applications
Analyze Service Desk operations
Maintain engagement with users
Collaborate with technical teams
Stay current on ServiceNow capabilities
Conduct system assessments
Develop functional work products
Support user acceptance testing
Create technical documentation
How You'll Work.
Team & Collaboration
Engage with help desk agents; Engage with support teams; Engage with business stakeholders; Maintain continuous engagement with help desk teams; Collaborate closely with technical teams; Ability to work effectively as part of a team
Communication Scope
explain technical concepts to non-technical audiences
Process & Methodology
manage multiple concurrent tasks
Full Job Description
**_Job Family_ :** SAAS/PAAS/Cloud Application Development ** _Travel Required_ :** Up to 10% **_Clearance Required_ :** Ability to Obtain Public Trust _**What You Will 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 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. _**What You Will Need:**_ * Bachelor's Degree (Computer Science, Information Techno
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