Remote ServiceNow ITSM Engineer — Federal Health IT

Rackner, Inc.; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and-dis

401(k) with company match up to 6%

Paid time off and holidays

Professional development and company‑s

Remote-work support

Job summary

Rackner, Inc. is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and change coordination in a federal health IT context.

This remote role across the United States involves collaboration with engineering and service-management teams to improve platform reliability and operational efficiency, including handling incident management and change workflows.

Qualifications

• CSA certification required for ServiceNow ITSM
• Minimum 3 years of hands-on ServiceNow ITSM administration experience
• Eligibility for a Tier 3 federal background investigation

Responsibilities

• Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations.
• Maintain incident and request routing, assignment rules, and SLA definitions with pause handling and tracking.
• Build and maintain service catalog items, provisioning workflows, and related docs.
• Implement approved platform changes with release-management handoffs and records.
• Investigate configuration issues and troubleshoot workflows to improve reliability.
• Support site go-lives and exercises, including on-site ServiceNow field-service configurations when needed.
• Prepare monthly SLA evidence extracts and technical records for reporting and reviews.

Skills

ServiceNow ITSM experience

Configuration & maintenance

Troubleshooting workflows

Cross-functional collaboration

Education

ServiceNow CSA certification

Tier 3 background check eligibility

Tools

ServiceNow Platform

Job description

Rackner, Inc. is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and change coordination in a federal health IT context.

This remote role across the United States involves collaboration with engineering and service-management teams to improve platform reliability and operational efficiency, including handling incident management and change workflows.