ServiceNow ITSM Engineer — Federal Health IT
Rackner · Remote — United States
Extracted from the posting
Configures and maintains ServiceNow ITSM capabilities for incident, request, and change workflows, including routing, assignment rules, and SLAs. Builds catalog items and provisioning workflows and prepares monthly SLA evidence extracts. Requires CSA certification, 3+ years of ITSM administration, and Tier 3 background investigation eligibility.
ServiceNow ITSM Engineer — Federal Health IT
Location: Remote — United States
Travel: Occasional travel for site go-lives and exercises
Background Investigation: Eligibility for a Tier 3 investigation
Build Reliable ITSM Workflows. Support Mission-Critical Federal Healthcare.
At Rackner, we develop and support technology that helps federal healthcare organizations deliver reliable, effective services. Behind those services are the systems and workflows that connect teams, manage requests, and keep critical IT operations running.
We're seeking a ServiceNow ITSM Engineer to configure, administer, and maintain the ServiceNow capabilities supporting enterprise IT service management. In this hands-on role, you'll help strengthen service reliability, improve operational workflows, and maintain the configurations that support incident management, service requests, and change coordination.
You'll collaborate with engineering and service-management teams, solve practical platform challenges, and apply your ServiceNow expertise in an environment where dependable technology directly supports an important federal healthcare mission.
What You'll Do
- Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations.
- Maintain incident and request routing, assignment rules, and service-level agreement (SLA) definitions, including appropriate pause handling and service-level tracking.
- Build and maintain service catalog items, provisioning workflows, and related operational dependency documentation.
- Implement approved platform changes, coordinate technical handoffs with release-management stakeholders, and maintain supporting records and documentation.
- Investigate configuration issues, troubleshoot workflow behavior, and collaborate with technical teams to improve platform reliability and operational efficiency.
- Support occasional site go-lives and exercises, including onsite assistance with designated ServiceNow field-service or mobile configurations when needed.
- Prepare monthly SLA evidence extracts and supporting technical records for operational reporting and assurance reviews.
Required Qualifications
- ServiceNow Certified System Administrator (CSA) certification.
- At least 3 years of hands-on ServiceNow IT Service Management (ITSM) administration experience, including configuration and maintenance of operational service-management capabilities.
- Eligibility for a Tier 3 federal background investigation.
- Willingness and ability to travel occasionally for site go-lives and exercise support.
Preferred Qualifications
- ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification.
- Experience with ServiceNow Field Service Management.
- Administering ServiceNow ITSM in complex enterprise environments.
Why Rackner?
At Rackner, we value technical ownership, thoughtful problem-solving, and collaboration. You'll have the opportunity to strengthen your ServiceNow expertise, contribute to meaningful improvements in enterprise IT service management, and work alongside professionals focused on delivering dependable technology solutions.
Benefits & Perks
Rackner offers a comprehensive benefits program designed to support professional growth and overall well-being, including:
- Medical, dental, vision, life, and disability coverage.
- 401(k) with a 100% company match up to 6%.
- Paid time off and paid holidays.
- Professional development and company-supported certifications.
- Home-office equipment and remote-work support.
- Fitness and wellness reimbursement.
- Weekly pay and team events.
- Benefits are subject to applicable plan terms and eligibility requirements.
Work Arrangement
This position is remote within the United States, with occasional travel required to support designated site go-lives and exercises.
Equal Employment Opportunity
Rackner is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable law.
