Remote 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

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