ServiceNow ITSM Engineer - Federal Health ITLocation: Remote - United States
Travel: Occasional travel for site go-lives and exercises
Background Investigation: Eligibility for a Tier 3 investigation
We're seeking a ServiceNow ITSM Engineer to configure, administer, and maintain the ServiceNow capabilities supporting enterprise IT service management. In this hands-on role, you'll help strengthen service reliability, improve operational workflows, and maintain the configurations that support incident management, service requests, and change coordination.
You'll collaborate with engineering and service-management teams, solve practical platform challenges, and apply your ServiceNow expertise in an environment where dependable technology directly supports an important federal healthcare mission.
What You'll 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, including appropriate 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.
Required Qualifications- 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.
Preferred Qualifications- ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification.
- Experience with ServiceNow Field Service Management.
- Administering ServiceNow ITSM in complex enterprise environments.
Benefits & PerksRackner offers a comprehensive benefits program designed to support professional growth and overall well-being, including:
- 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.
- Benefits are subject to applicable plan terms and eligibility requirements.
Work ArrangementThis position is remote within the United States, with occasional travel required to support designated site go-lives and exercises.
