ServiceNow Help Desk Analyst with an Active Secret (Remote MD DC VA)

*This position requires a Secret Security Clearance. *

*This position is daytime only 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.

In this role, you will

• 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.

Job Location: 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.

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Working at ICF

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.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email Candidateaccommodation@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 here: Requesting an Accommodation for the ICF interview process.

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Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: