Rackner
IT Service Operations Analyst — Federal Health IT
Remote — United States. Posted 5 days ago
The role
The IT Service Operations Analyst supports service request handling and operational accountability. You will work across ServiceNow ITSM operations, service-level performance tracking, and application support.
What you will do
- Triage, categorize, and route incoming incidents and service requests across ServiceNow ITSM queues.
- Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists.
- Monitor response and resolution windows and track service-level agreement (SLA) clocks.
- Maintain accurate ticket histories, status updates, and supporting documentation.
- Analyze ticket activity and service trends to prepare weekly operational reviews.
- Administer and validate assigned non-production and sandbox environments following upgrades.
- Track inherited application defects through documented disposition.
Required qualifications
- ITIL 4 Foundation certification.
- Minimum of two years of professional experience in ServiceNow IT Service Management (ITSM) queue operations.
- Eligibility to undergo the applicable Tier 3 federal investigation.
- Certain assignments require an active U.S. Government Secret security clearance.
Nice to have
- Supporting service desk operations or IT service management within 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.
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.
About the company
Rackner develops and supports technology solutions that help federal organizations address complex operational challenges. Their teams work across cloud engineering, DevSecOps, software development, AI/ML, and mission-focused technology services.