ServiceNow ITSM Engineer — Federal Health IT

Role overview Configure and maintain IT service management workflows on a platform supporting federal healthcare operations. This hands-on engineering role covers incident and request processes, service catalog and provisioning workflows, approved platform changes, and operational reporting. The position is remote within the United States, with occasional onsite travel for go-lives and exercises.

Responsibilities - Configure and maintain ITSM features used for incident handling, service requests, and routine service operations. - Maintain routing and assignment rules, service-level targets, pause behavior, and tracking. - Build and support service catalog items, provisioning workflows, and documentation of operational dependencies. - Implement approved changes, coordinate handoffs with release stakeholders, and keep technical records current. - Investigate configuration and workflow issues with technical teams to improve reliability and efficiency. - Support site go-lives and exercises, including relevant field-service or mobile configurations, and prepare monthly SLA evidence for operational reviews.

Requirements - ServiceNow Certified System Administrator credential. - At least three years of hands-on ServiceNow ITSM administration, including configuration and ongoing maintenance. - Eligibility for a Tier 3 federal background investigation. - Ability to travel occasionally for site go-lives and exercises.

Nice to have - ServiceNow Certified Implementation Specialist in ITSM. - Experience with ServiceNow Field Service Management or administration in complex enterprise environments.

Benefits and work setup - Remote role within the United States with occasional travel. - Listed benefits include medical, dental, vision, life and disability coverage, paid time off and holidays, a 401(k) match, professional development and certification support, remote-work equipment, and wellness reimbursement. Benefits are subject to plan terms and eligibility.