ServiceNow ITSM Engineer – Federal Health
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Job Description
ServiceNow ITSM Engineer configuring enterprise service-management workflows for federal healthcare organizations. Maintaining ServiceNow reliability, SLAs, and operational integrations.
Responsibilities:
- Configure and maintain ServiceNow ITSM capabilities supporting incident management, service requests, and daily service operations
- Maintain incident and request routing, assignment rules, and SLA definitions, including pause handling and service-level tracking
- Build and maintain service catalog items, provisioning workflows, and 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
- Collaborate with engineering and service-management teams to support federal healthcare technology operations
Requirements:
- 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
- ServiceNow Certified Implementation Specialist — IT Service Management (CIS-ITSM) certification (preferred)
- Experience with ServiceNow Field Service Management (preferred)
- Supporting a Defense Health Agency (DHA) ServiceNow environment (preferred)
Benefits:
- 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
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