ServiceNow ITSM Engineer — Federal Health IT

Remote Genie; United States; Remote; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision, life, and dis

401(k) with company match

Paid time off and holidays

Professional development and certs

Home-office equipment & remote support

Wellness reimbursement

Weekly pay & team events

Job summary

Rackner is seeking a ServiceNow ITSM Engineer to configure, administer, and maintain ServiceNow ITSM capabilities in support of federal healthcare operations, focusing on incident management, service requests, and change coordination. The role requires CSA certification and at least 3 years of hands-on ITSM experience, eligibility for a Tier 3 background investigation, and willing travel for site go-lives.

You will collaborate with engineering and service-management teams to improve platform

Qualifications

• CSA certification is required.
• At least 3 years of hands-on ServiceNow ITSM administration experience.
• Eligibility for a Tier 3 federal background investigation.
• Willingness to travel occasionally for site go-lives and exercises.

Responsibilities

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

Tools

ServiceNow CSA Certification

CIS‑ITSM Certification

Job description

ServiceNow ITSM Engineer — Federal Health IT

Location: Remote — United States

Travel: Occasional travel for site go-lives and exercises

Background Investigation: Eligibility for a Tier 3 investigation

Build Reliable ITSM Workflows. Support Mission-Critical Federal Healthcare.

At Rackner, we develop and support technology that helps federal healthcare organizations deliver reliable, effective services. Behind those services are the systems and workflows that connect teams, manage requests, and keep critical IT operations running.

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.

Why Rackner?

At Rackner, we value technical ownership, thoughtful problem‑solving, and collaboration. You’ll have the opportunity to strengthen your ServiceNow expertise, contribute to meaningful improvements in enterprise IT service management, and work alongside professionals focused on delivering dependable technology solutions.

Benefits & Perks

Rackner 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 Arrangement

This position is remote within the United States, with occasional travel required to support designated site go‑lives and exercises.

Equal Employment Opportunity

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