**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 an...