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Senior ServiceNow Helpdesk Specialist

at ICF in Dover, Delaware, United States

Job Description

We are open to supporting 100% remote work anywhere within the US.

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology department, seeking a Senior Help Desk Specialist at all levels to support upcoming needs with our federal customers.

The Team

CMS Office of Information Technology would like to continue to leverage the SNOW platform to achieve greater operational efficiencies through automating manual business processes and more real time reporting and analytics to improve staff productivity, to identify opportunities for improvement and issues requiring resolution, and improve the end-user experience. Specifically, CMS would like to leverage the full ServiceNow capabilities to meet the needs of this demand. The goals for this effort are to provide the human center design based architecture and implementation support for CMS to leverage ServiceNow to improve the end-user experience, automate business processes, enable real time collection of data, analysis, monitoring, and reporting, and to ultimately improve business operations and effectively utilize resources. Moreover, the goal is to assist CMS to capture, rationalize, consolidate, migrate and modernize its legacy business management applications portfolio to a standardized modern platform that provides ease of integration with other CMS technology platforms; research, develop, and prototype new requirements.

In this role you will

+ Serve as Help Desk support for ServiceNow applications deployed for our customer

+ Provides phone, email, and web support to users for applications developed or deployed under this contract.

+ Experience providing helpdesk services to applications in a multi – vendor ITIL environment

+ Address client queries via phone or email as required

+ Perform troubleshooting through diagnostic techniques to pertinent questions

+ Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into trouble ticketing system

+ Perform post-resolution follow-ups to help requests

Basic Qualifications

+ High School Equivalent

+ 4 years of relevant Technical Support experience

+ Ticketing system expertise

+ US Citizenship required due to federal contract requirements.

+ Must be able to obtain a Public Trust clearance.

Preferred Qualifications

+ ServiceNow knowledge or experience

+ ?ServiceNow CSA

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF-together for tomorrow.

We can only solve the world’s toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination: EEO is the law (https://www.eeoc.gov/sites/default/files/migrated\files/employers/poster\screen\reader\optimized.pdf) and Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\English\unformattedESQA508c.pdf) .

DC Remote Office (DC99)Need help? We’re here:ICFCareerCenter@icf.com

About ICF

ICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.

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Job Posting: JC191486660

Posted On: Sep 03, 2021

Updated On: Sep 23, 2021