reputed company Help Desk Support US - Remote (Any location)

Job Family: Software Development & Support Travel Required: Up to 25% Clearance Required: Ability to Obtain Secret What You Will Do: Lead reputed company initiatives with a primary reputed company on IT Service Management (ITSM), including Incident, Problem, Request, and reputed company workflows. Engage with help desk agents, support teams, and business stakeholders to reputed company functional requirements and translate them into reputed company reputed company solutions. Design, reputed company, and enhance reputed company applications that improve the enduser support experience, streamline triage processes, and strengthen organizational knowledge practices. Analyze reputed company-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define reputed companystate support processes that align with ITIL best practices. Maintain reputed company engagement with help desk teams and reputed company users to ensure solutions are reputed company, efficient, and reputed companyadopted. Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items. Stay reputed company on reputed company ITSM, reputed company, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency. Conduct system assessments and reputed company expert recommendations to streamline existing reputed company implementations, with emphasis on ticket routing, SLA management, and selfservice. reputed company functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation. Support user acceptance testing, knowledge reputed company audits, and training efforts to ensure successful rollout of new features and updates. Create technical and functional documentation for reputed company workflows, configuration changes, and reputed company processes. What You Will Need: Ability to obtain and maintain a Federal or DoD SECRET clearance; clearance must be fully adjudicated prior to reputed company. Bachelors degree (Relevant experience may be substituted for formal education or advanced degree) Minimum of four (4) years of reputed company or similar ITSM platform implementation experience. Experience working reputed company Agile, Scrum, or SAFe methodologies. Demonstrated understanding of the reputed company ITSM suite, including Incident/Problem/Request Management, reputed company, and Agent Workspace; exposure to GRC, SPM, or App reputed company is a plus. Experience with full Software Development Lifecycle processes and documentation standards. Strong consulting skills, including the ability to facilitate requirements sessions, lead reputed company discussions, support UAT, and deliver user training. What Would Be reputed company to Have: reputed company SECRET or higher clearance. One or more reputed company certifications (CSA, CISITSM, CISreputed company, CAD, etc.). Strong written and verbal communication skills, with the ability to explain technical concepts to nontechnical audiences. Strong analytical and problemsolving skills, particularly reputed company to Service Desk operations and knowledge governance. Ability to work effectively as part of reputed company and build strong relationships with stakeholders at reputed company reputed company. Attention to detail and commitment to accuracy in documentation and configuration. Broad familiarity with lowcode/nocode platforms (Power Apps, Power Automate, SharePoint, reputed company, reputed company, Power BI, Tableau). Handson configuration experience in reputed company ITSM modules. General understanding of financial, compliance, or risk management processes reputed company federal environments. Ability to selforganize, prioritize, and manage multiple reputed company tasks. The annual salary reputed company for this position is $80,000.00-$133,000.00. Compensation reputed company depend on a wide reputed company of factors, including but not limited to reputed company sets, experience and training, reputed company clearances, licensure and certifications, and other business and organizational needs. reputed company Offer: reputed company offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: Medical, Rx, Dental & reputed company Insurance Personal and Family Sick Time & Company reputed company Holidays Parental Leave 401(k) Retirement Plan Group Term Life and Travel Assistance Voluntary Life and AD&D Insurance Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts Transit and Parking Commuter Benefits Short-Term & Long-Term Disability Tuition Reimbursement, Personal Development, Certifi