Remote ServiceNow ITSM Engineer — Federal Health IT

Rackner; United States; Remote; USD 120,000 - 160,000; 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 certs

Home-office equipment and remote-work

Wellness reimbursement

Weekly pay

Team events

Job summary

Rackner is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ITSM capabilities across enterprise services in a Federal Health IT environment. This remote role supports incident management, service requests, and change coordination within the United States.

You'll work with engineering and service-management teams to strengthen service reliability, optimize workflows, and ensure effective platform operations, including site go-lives and exercises as required.

Qualifications

• 3+ years of hands-on ServiceNow ITSM administration experience with configuration and maintenance.
• CSA certification and CIS-ITSM certification preferred.
• Eligibility for a Tier 3 federal background investigation and willingness to travel occasionally.

Responsibilities

• Configure and maintain ServiceNow ITSM capabilities for incident management, service requests, and daily operations.
• Manage incident routing, assignments, and SLA definitions with pause handling and tracking.
• Build and maintain service catalog items and provisioning workflows.
• Implement platform changes and coordinate handoffs with release-management stakeholders.
• Troubleshoot configuration issues and collaborate to improve platform reliability.
• Support site go-lives and exercises, including on-site ServiceNow configurations as needed.
• Prepare monthly SLA evidence extracts and supporting records for reporting.

Skills

ITSM administration

ServiceNow configuration

Workflow troubleshooting

Stakeholder collaboration

Education

ServiceNow Certified System Administrator (CSA) certification

ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification

Tools

ServiceNow

ServiceNow Field Service Management

Job description

Rackner is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ITSM capabilities across enterprise services in a Federal Health IT environment. This remote role supports incident management, service requests, and change coordination within the United States.

You'll work with engineering and service-management teams to strengthen service reliability, optimize workflows, and ensure effective platform operations, including site go-lives and exercises as required.