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ServiceNow Specialist - Service Desk

AET FEDERAL INC • Danville, VA, US • published 2026-11-13 18:59:17.326168

Description

We are seeking a ServiceNow ITSM Specialist to join the team! The ITSM Specialist configures and delivers the Service Desk portion of an Enterprise Technology Management platform for a municipal government client, replacing or modernizing the City's current help desk processes with ServiceNow IT Service Management. This role works directly with City IT staff to design ticket workflows, the self\-service portal, and the service catalog so that City employees can request and track IT support easily. This is a full\-time, hybrid position based out of our Tysons, VA office with periodic travel to the client site in Danville, VA. **Responsibilities** *ITSM Configuration \& Development* * Configure Incident, Problem, Change, Request, and Knowledge Management to ITIL 4 practices * Build the Service Catalog, record producers, and fulfillment workflows using Flow Designer * Configure the Employee Service Center / Service Portal for self\-service requests, knowledge search, and ticket status * Set up SLAs, assignment rules, notifications, and escalations * Build reports, dashboards, and Performance Analytics for service desk metrics *Requirements \& Process Design* * Lead ITSM requirements w...

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