ServiceNow Specialist

Summary

Join our team as an experienced ServiceNow Specialist to provide remote support to the Internal Revenue Service (IRS) in optimizing their IT service desk operations.

Requirements

• Proficiency in laptop and desktop computer operations, operating systems, and hardware technologies
• Strong customer service and communication skills (oral and written)
• ServiceNow certification (highly desired)
• EGain software support, development, and implementation certification (highly desired)

Responsibilities

• Provide ServiceNow expertise to ensure IRS business and technical requirements are met in the ServiceNow environments
• Guide IRS staff in development and use of ServiceNow products, supporting management and operational tools to optimize IT service desk functions
• Advise the IT Service Desk on services needed for operations and maintenance, particularly for virtual agents, self-service portals, knowledge management, and integration with eGain
• Collaborate with stakeholders to ensure ServiceNow solutions align with operational goals and enhance efficiency in service delivery
• Serve as a technical advisor on hardware, operating systems, and software to support IRS IT service desk staff
• Provide recommendations for development and ongoing improvements to meet IRS requirements

Benefits

Ability to obtain and maintain a Public Trust clearance