ServiceNow ITSM Engineer — Federal Health IT

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, pro