ServiceNow ITSM Engineer — Federal Health IT

The role

The ServiceNow ITSM Engineer will configure, administer, and maintain ServiceNow capabilities supporting enterprise IT service management. This role involves strengthening service reliability and maintaining configurations for incident management, service requests, and change coordination.

What you will 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.
• Build and maintain service catalog items, provisioning workflows, and related operational dependency documentation.
• Implement approved platform changes and coordinate technical handoffs with release-management stakeholders.
• Investigate configuration issues and troubleshoot workflow behavior.
• Support occasional site go-lives and exercises, including onsite assistance with ServiceNow field-service or mobile configurations.
• Prepare monthly SLA evidence extracts and supporting technical records for operational reporting.

Required qualifications

• ServiceNow Certified System Administrator (CSA) certification.
• At least 3 years of hands-on ServiceNow IT Service Management (ITSM) administration experience.
• Eligibility for a Tier 3 federal background investigation.
• Willingness and ability to travel occasionally for site go-lives and exercise support.

Nice to have

• ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification.
• Experience with ServiceNow Field Service Management.
• Administering ServiceNow ITSM in complex enterprise environments.

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
• Team events

Before you apply

• Eligibility for a Tier 3 investigation

About the company

Rackner develops and supports technology that helps federal healthcare organizations deliver reliable, effective services.