ServiceNow ITSM Engineer — Federal Health IT
About The Position
Rackner is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ServiceNow capabilities that support enterprise IT service management for federal healthcare organizations. The role focuses on strengthening service reliability, improving operational workflows, and maintaining configurations that support incident management, service requests, and change coordination. The engineer collaborates with engineering and service-management teams to address platform challenges in support of a federal healthcare mission. The position is remote within the United States, with occasional travel for site go-lives and exercises. Onsite support may include designated ServiceNow field-service or mobile configurations. The role also prepares monthly SLA evidence extracts and supporting technical records for operational reporting and assurance reviews.
Requirements
- 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.
Nice To Haves
- ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification.
- Experience with ServiceNow Field Service Management.
- Experience supporting a Defense Health Agency (DHA) ServiceNow environment.
Responsibilities
- Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations.
- Maintain incident and request routing, assignment rules, and SLA definitions, including 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.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
