IT Service Operations Analyst — Federal Health IT
About The Position
The IT Service Operations Analyst supports federal healthcare technology operations by improving service request handling, operational accountability, and the accuracy of issue documentation, prioritization, and routing. The role works across ServiceNow ITSM operations, service-level performance tracking, operational reporting, and application support activities, collaborating with specialized teams to monitor service commitments, identify recurring issues, and improve the consistency and reliability of technology support. The position is remote within the United States. It includes coordinating ticket handoffs and follow-up, maintaining audit-ready records, preparing operational reporting inputs, performing authorized checks of assigned non-production and sandbox environments after upgrades, and tracking inherited application defects through documented disposition.
Requirements
- ITIL 4 Foundation certification.
- At least two years of professional experience in ServiceNow IT Service Management (ITSM) queue operations, including ticket triage, routing, service-level monitoring, and maintaining accurate operational records.
- Eligibility to undergo the applicable Tier 3 federal investigation.
- An active U.S. Government Secret security clearance is required for certain assignments.
Nice To Haves
- Experience supporting service desk operations or IT service management in federal healthcare or similarly complex, regulated technology environments.
- Experience using ServiceNow reporting capabilities to analyze service trends, monitor ticket activity, or support operational performance reporting.
- Familiarity with enterprise healthcare applications, clinical technology support environments, or specialized operational systems.
Responsibilities
- Triage, categorize, and route incidents and service requests across designated ServiceNow ITSM queues using established operational procedures.
- Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists, and monitor ticket progress, dependencies, and follow-up.
- Monitor response and resolution windows, track SLA clocks, and document approved pause reasons and service delays according to defined procedures.
- Maintain accurate ticket histories, status updates, supporting documentation, and audit-ready closure evidence.
- Analyze ticket activity, recurring issues, and service trends to prepare weekly operational reviews and provide inputs to monthly performance reporting.
- Administer and validate assigned non-production and sandbox environments following upgrades, perform authorized operational checks, and document findings requiring technical attention.
- Track inherited application defects through documented disposition, maintaining assigned owners, severity classifications, progress updates, and supporting evidence.
Benefits
- Professional development and company-supported certification opportunities.
- 401(k) retirement plan with a 100% company match on contributions up to 6%.
- Medical, dental, vision, life, and disability insurance.
- Paid time off and company holidays.
- Home-office equipment and remote-work support.
- Fitness and wellness reimbursement.
- Weekly pay and company team events.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
