ServiceNow / API Engineer – ITSM Operations

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Description

Job Description NetImpact Strategies has an opportunity for a ServiceNow / API Engineer – ITSM Operations to maintain and improve ServiceNow workflows that support reliable federal IT service operations as part of a multidisciplinary team supporting a federal customer. The mid-to-senior engineer collaborates with operational and technical partners to deliver dependable services and measurable user outcomes; this position is remote. Responsibilities Configure and support approved incident, request, problem, knowledge, change, and service catalog workflows. Maintain assignment routing, case ownership, escalation logic, operational dashboards, and service records. Develop and test approved Flow Designer automations with documented manual fallback and rollback paths. Troubleshoot workflow failures, integrations, permissions, and data quality issues. Support release testing, change documentation, operational runbooks, and post-deployment verification. Monitor service metrics, recurring issues, and workflow bottlenecks; implement approved improvements. Coordinate with service integration leads, platform owners, and cybersecurity teams. Qualifications Required Qualifications Bachelor’s degree in information technology, computer science, or related field; equivalent relevant experience considered. 4+ years of ServiceNow administration, development, or ITSM engineering experience. Hands-on knowledge of ServiceNow ITSM modules, Flow Designer, scripting, and workflow configuration. Expe

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