ServiceNow / API Engineer – ITSM Operations

NetImpact Strategies•Remote,

2d•$100,000 - $140,000•Remote

About The Position

NetImpact Strategies is hiring a mid-to-senior ServiceNow / API Engineer to maintain and improve ServiceNow workflows supporting reliable federal IT service operations. The position works as part of a multidisciplinary team supporting a federal customer and collaborates with operational and technical partners to deliver dependable services and measurable user outcomes. The position is remote within the United States, with travel as required for approved program activities; travel frequency will be confirmed and is subject to project needs and authorization. The engineer configures and supports ITSM workflows, maintains routing and service records, develops and tests approved automations, troubleshoots workflow and integration issues, supports releases, and monitors service performance. Candidates must be able to satisfy applicable customer background screening, identity credentialing, and system-access requirements. The posted salary range is $100,000–$140,000. Compensation is determined by factors including skillset, experience, training, location, and benefits. Benefits include medical, dental, and vision insurance; a 401(k) plan with immediately vested employer contributions and no matching requirement; paid time off, paid wellness leave, and federal holidays; pet insurance; tuition reimbursement; internal training; and company-sponsored industry certifications.

Requirements

Bachelor’s degree in information technology, computer science, or a related field; equivalent relevant experience is considered.
At least 4 years of ServiceNow administration, development, or ITSM engineering experience.
Hands-on knowledge of ServiceNow ITSM modules, Flow Designer, scripting, and workflow configuration.
Experience with ITIL-aligned service operations, testing, troubleshooting, and change controls.
Ability to satisfy applicable customer background screening, identity credentialing, and system-access requirements.

Nice To Haves

ServiceNow CSA or ITSM implementation certification.
ITIL 4 Foundation.
Experience with federal IT operations, enterprise service desks, API integrations, and performance dashboards.

Responsibilities

Configure and support approved incident, request, problem, knowledge, change, and service catalog workflows.
Maintain assignment routing, case ownership, escalation logic, operational dashboards, and service records.
Develop and test approved Flow Designer automations with documented manual fallback and rollback paths.
Troubleshoot workflow failures, integrations, permissions, and data quality issues.
Support release testing, change documentation, operational runbooks, and post-deployment verification.
Monitor service metrics, recurring issues, and workflow bottlenecks, and implement approved improvements.
Coordinate with service integration leads, platform owners, and cybersecurity teams.

Benefits

Comprehensive medical, dental, and vision insurance, starting the first of the month after joining.
401(k) plan with immediately vested employer contributions; no matching required.
Paid time off policy.
One additional paid wellness leave day per calendar year.
Ten federal holidays observed.
Pet insurance.
Tuition reimbursement.
Internal training programs.
Company-sponsored industry certifications.
Team-building activities, community volunteering, quarterly HQ days, wellness events, happy hours, and family events.