Job Overview
Location
US - Remote (Any location)
Job Type
Full-time
Category
Product Management
Date Posted
May 2, 2026
Full Job Description
đź“‹ Description
- • Lead ServiceNow initiatives focused on IT Service Management (ITSM) to improve incident, problem, request, and knowledge management workflows, ensuring efficient and scalable support operations.
- • Engage with help desk agents, support teams, and business stakeholders to gather requirements and translate them into ServiceNow solutions that enhance user experience and streamline triage processes.
- • Analyze current Service Desk operations to identify gaps and define future-state processes aligned with ITIL best practices, including ticket routing, SLA management, and self-service capabilities.
- • Collaborate with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items while maintaining continuous engagement with users for adoption and feedback.
- • Develop functional work products such as process flows, knowledge governance plans, user guides, and operational documentation, and support UAT, training, and knowledge base audits for successful feature rollouts.
- • Stay current on ServiceNow ITSM, automation, and Knowledge Management capabilities to recommend innovative enhancements that improve Service Desk efficiency and organizational knowledge practices.
- • Guidehouse is a federal-facing organization requiring a Secret clearance, offering remote work flexibility with up to 25% travel, and committed to diversity, equity, and inclusion as an Equal Opportunity Employer.
🎯 Requirements
- • Ability to obtain and maintain a Federal or DoD SECRET clearance, fully adjudicated prior to onboarding.
- • Bachelor’s degree (relevant experience may be substituted for formal education or advanced degree).
- • 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 facilitating requirements sessions, leading client discussions, supporting UAT, and delivering user training.
🏖️ Benefits
- • Medical, Rx, Dental & Vision Insurance
- • 401(k) Retirement Plan
- • Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- • Employee Assistance Program
- • Care.com annual membership
- • Position may be eligible for a discretionary variable incentive bonus
Skills & Technologies
About Guidehouse Inc.
Guidehouse Inc. is a global consulting and managed services provider formed in 2018 from the public sector practice of PwC. The company advises public and commercial clients on strategy, technology, risk management, and operations, focusing on energy, financial services, health, defense, and cybersecurity. With 18,000 professionals in over 60 offices worldwide, it delivers implementation support, managed services, and digital solutions to federal agencies, utilities, and Fortune 500 organizations. Guidehouse is majority-owned by Veritas Capital and partners with governments and businesses to address complex regulatory, operational, and innovation challenges.
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