IT Service Operations Analyst — Federal Health IT

Role overview Coordinate IT service operations for federal healthcare technology, helping incidents and requests reach the right specialists and progress with clear ownership. The work centers on ServiceNow queue operations, service-level tracking, operational reporting, and basic checks of designated non-production environments. The role is remote within the United States and involves collaboration across support teams.

Responsibilities - Triage, categorize, and route incidents and requests in designated ServiceNow ITSM queues. - Coordinate handoffs among clinical workflow, training, account provisioning, application, and technical teams; track dependencies and follow-up. - Monitor response and resolution targets, record approved pauses, and document service delays. - Maintain accurate ticket histories, status updates, supporting documentation, and closure evidence. - Analyze ticket patterns and service trends to inform weekly reviews and monthly performance reporting. - Perform authorized checks of sandbox environments after upgrades and track inherited application defects, owners, severity, and progress.

Requirements - ITIL 4 Foundation certification. - At least two years of professional experience operating ServiceNow ITSM queues, including triage, routing, service-level monitoring, and recordkeeping. - Eligibility for the applicable Tier 3 federal investigation; some assignments require an active U.S. Government Secret clearance.

Nice to have - Service desk or IT service management experience in federal healthcare or another regulated environment. - Experience with ServiceNow reporting and analysis of ticket activity or operational performance. - Familiarity with enterprise healthcare applications or clinical technology support.

Benefits and work setup - Remote work within the United States. - Benefits may include medical, dental, vision, life, and disability insurance; 401(k) with company match; paid time off and holidays; home-office support; professional development; and wellness reimbursement, subject to eligibility and plan terms.