ServiceNow Help Desk Analyst with an Active Secret

Daytime ServiceNow Help Desk Analyst (8 am-5 pm EST)

Must be local to Maryland, DC, and Virginia areas—currently remote, but within commuting distance of DC.

ICF's Data Modernization Division is a rapidly growing, entrepreneurial technology department seeking a ServiceNow Help Desk Analyst with a Secret Clearance to support upcoming needs with our Department of State customers. Key Responsibilities:

• Act as a ServiceNow Analyst, focusing on supporting and enhancing scoped applications within the customer's ServiceNow environment.
• Manage and address user support needs through tickets and RITMs within ServiceNow, focusing on applications developed or deployed under this contract.
• Apply business analysis skills to gather requirements, assess user needs, and recommend enhancements for ServiceNow workflows and scoped applications.
• Troubleshoot user issues by leveraging diagnostic techniques and understanding underlying business processes.
• Document all relevant user information, including department, contact details, and issue specifics, within each ticket or RITM.
• Efficiently manage ticket and RITM queues to ensure timely responses and compliance with Service Level Agreements (SLAs).
• Perform follow-ups on resolved issues to gauge user satisfaction and identify opportunities for further improvement.
• Create and maintain Knowledge Articles, identifying gaps and suggesting improvements to enhance documentation and user support.
• Collaborate independently and with team members to meet helpdesk and business analysis objectives.
• Regularly update documentation and provide users with status updates on open tickets or RITMs, ensuring proactive communication.
• Escalate unresolved or complex issues to Tier 2 with complete troubleshooting details and documentation.
• Utilize strong written communication skills to document processes, requirements, and user interactions effectively.
• Maintain confidentiality and adhere to data security policies in all user support interactions.Basic Qualifications:
• 1+ years of experience with ServiceNow, especially with scoped applications and ticketing systems.
• 4+ years of relevant experience in technical support, application support, or ServiceNow administration.
• 1+ years of experience in ticketing systems and service level agreements (SLAs).
• U.S. Citizenship required (per federal regulations).
• Active Secret clearance Preferred Qualifications:
• ServiceNow CSA (Certified System Administration) Certificate
• Associate's degree or higher is preferred.

This position requires that the job be performed in the United States. If you accept this position, you should note that ICF monitors employee work locations, blocks access from foreign locations/IP addresses, and prohibits personal VPN connections. Must be local to Maryland, DC, and Virginia areas—currently remote, but within commuting distance of DC.