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Help Desk Analyst
Help Desk AnalystTelnet Inc • Remote, CO, United States
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Help Desk Analyst

Help Desk Analyst

Telnet Inc • Remote, CO, United States
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Job Title : Help Desk Analyst

Location : Remote

Duration : 6 months

Job Description : Key Responsibilities

  • Solution Design & Development

Configure and customize ServiceNow CSM and PSDS applications to meet public sector requirements.

  • Develop workflows, case lifecycles, business rules, and integrations with external government systems.
  • Build portals and self-service experiences tailored for citizens and government staff.
  • Implementation & Delivery

    • Collaborate with stakeholders to gather requirements and translate them into technical solutions.

  • Implement proactive service delivery features to improve citizen engagement and transparency.
  • Ensure scalability, maintainability, and compliance with government standards.
  • Integration & Support

    • Integrate ServiceNow with legacy systems, CRM, ERP, and external data sources.

  • Provide ongoing support, troubleshooting, and enhancements for CSM and PSDS modules.
  • Maintain documentation of configurations, customizations, and processes.
  • Governance & Best Practices

    • Adhere to ServiceNow development standards and coding best practices.

  • Ensure compliance with public sector security, accessibility, and data privacy regulations.
  • Participate in code reviews and contribute to continuous improvement initiatives.

    • Skills & Qualifications

  • Hands-on experience with ServiceNow CSM and / or PSDS modules.
  • Strong knowledge of ServiceNow architecture, modules, and integrations (REST, SOAP, etc.).
  • Proficiency in JavaScript, Glide API, Flow Designer, and IntegrationHub.
  • Experience with platform security, including user access management and compliance.
  • Experience with Service Portal development and UI / UX customization.
  • 3+ years of ServiceNow development experience.
  • Experience integrating ServiceNow with third-party applications (REST / SOAP APIs).
  • ServiceNow platform upgrades and health scans are a plus.

    • Preferred Qualifications

  • ServiceNow Certified System Administrator (CSA).
  • Experience in Agile / Scrum environments.
  • Knowledge of public sector service delivery models and citizen engagement strategies.

    • Schedule

    Days : Monday Yes Tuesday Yes Wednesday Yes Thursday Yes Friday Yes Saturday No Sunday No

    Hours / Day : 8

    Time Zone : CST

    Shift : 9 : 00 Am to 6 : 00 Pm

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