IT Service Operations Analyst — Federal Health IT

Rackner; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

401(k) company match

Medical, dental, vision insurance

Paid time off

Remote-work support

Professional development & certs

Weekly pay

Job summary

Rackner is seeking an IT Service Operations Analyst to support Federal Health IT initiatives from a remote location in the United States. The role focuses on incident triage, routing, and service performance reporting within ServiceNow ITSM, ensuring timely handling and accurate documentation for secure government work.

You will collaborate across teams to monitor SLAs, manage ticket lifecycles, and contribute to weekly operational reviews and quarterly performance metrics in a regulated

Qualifications

• Minimum of two years of professional experience in ServiceNow ITSM queue operations, including ticket triage, routing, and SLA monitoring.
• Eligibility to undergo the applicable Tier 3 federal investigation; active U.S. Government Secret clearance may be required for designated assignments.

Responsibilities

• Triage, categorize, and route incidents and service requests in ServiceNow ITSM queues.
• Coordinate handoffs to clinical workflow, training, accounts provisioning, and specialists; track ticket progress and follow-ups.
• Monitor SLA clocks and document pause reasons and delays per procedures.
• Maintain accurate ticket histories, supporting docs, and audit-ready closure evidence.
• Analyze ticket activity and trends to support weekly operational reviews and monthly performance reporting.
• Administer and validate non-production/sandbox environments, perform checks after upgrades, and document findings.
• Track inherited defects with owners, severity, progress updates, and evidence.

Skills

ServiceNow ITSM

Ticket triage

Routing

SLA monitoring

Operational records

Tools

ServiceNow

Job description

IT Service Operations Analyst — Federal Health IT

Remote — United States

IT Service Operations Analyst — Federal Health IT

Location: Remote — United States
Security Requirement: Eligibility for a Tier 3 federal investigation; active U.S. Government Secret clearance required for designated assignments.

Keep Support Moving. Strengthen Service Reliability.

At Rackner, reliable technology support helps federal healthcare organizations maintain the systems and services their teams depend on. We're seeking an IT Service Operations Analyst to support efficient service request handling, strengthen operational accountability, and help ensure technology issues are accurately documented, prioritized, and directed to the appropriate specialists.

In this role, you'll work across ServiceNow ITSM operations, service-level performance tracking, operational reporting, and application support activities. You'll collaborate with specialized teams, monitor service commitments, identify recurring issues, and help improve the consistency, visibility, and reliability of healthcare technology support.

What You'll Do

• Triage, categorize, and route incoming incidents and service requests across designated ServiceNow ITSM queues, applying established operational procedures to ensure accurate case assignment.
• Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists, maintaining visibility into ticket progress, outstanding dependencies, and appropriate follow-up.
• Monitor established response and resolution windows, track service-level agreement (SLA) clocks, and document approved pause reasons and service delays in accordance with defined procedures.
• Maintain accurate ticket histories, status updates, supporting documentation, and audit-ready closure evidence to strengthen accountability and operational traceability.
• Analyze ticket activity, recurring issues, and service trends to prepare weekly operational reviews and provide accurate inputs to monthly performance reporting.
• Administer and validate assigned non-production and sandbox environments following upgrades, perform authorized operational checks, and document findings requiring additional technical attention.
• Track inherited application defects through documented disposition, maintaining assigned owners, severity classifications, progress updates, and supporting evidence.

Required Qualifications

• Minimum of two years of professional experience in ServiceNow IT Service Management (ITSM) queue operations, including demonstrated capability in ticket triage, routing, service-level monitoring, andmaintaining accurate operational records.
• Eligibility to undergo the applicable Tier 3 federal investigation. Certain assignments require an active U.S. Government Secret security clearance.

Preferred Qualifications

• 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.

Why Rackner?

At Rackner, we develop and support technology solutions that help federal organizations address complex operational challenges. Our teams bring together expertise across cloud engineering, DevSecOps, software development, AI/ML, and mission-focused technology services.

You'll have the opportunity to contribute to meaningful healthcare technology initiatives, work alongside multidisciplinary teams, and help strengthen the coordination processes that support reliable technology operations and positive user experiences.

Rackner offers a competitive benefits package designed to support employees professionally and personally, including:

• 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.
• Benefits are subject to applicable eligibility requirements and plan terms.

Work Arrangement

This is a remote position based in the United States. The role involves collaboration with cross-functional teams supporting federal healthcare technology operations.

Rackner is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable law.