IT Service Operations Analyst – Federal Health IT

Job not on LinkedIn

🔥 2 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

👻 Ghost score 25%

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Rackner

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11 - 50 employees

💼 Consulting

🎖️ Defense

🤖 Artificial Intelligence

Consulting • Defense • Artificial Intelligence

Rackner is a technology company specializing in applying emerging technologies to mission-critical problems in both the public and private sectors. As a Kubernetes Certified Service Provider, Rackner's experienced engineers manage large clusters in production environments for major organizations. The company focuses on cloud-native solutions, DevSecOps, AI, and platform development to modernize business-critical applications. Rackner is also involved in developing innovative systems using Edge, IoT/Mobile, and VR technologies. The company has been recognized on the Inc 5000 List of Fastest Growing Companies and has secured significant contracts with the Department of Defense and the Department of Homeland Security.

📋 Description

• Triage, categorize, and route incoming incidents and service requests across designated ServiceNow ITSM queues • Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists • Monitor response and resolution windows and track SLA clocks • Document approved pause reasons and service delays • Maintain accurate ticket histories, status updates, supporting documentation, and audit-ready closure evidence • Analyze ticket activity, recurring issues, and service trends • Prepare weekly operational reviews and provide inputs to monthly performance reporting • Administer and validate assigned non-production and sandbox environments following upgrades • Perform authorized operational checks and document findings requiring technical attention • Track inherited application defects through documented disposition, including owners, severity classifications, progress updates, and supporting evidence • Collaborate with cross-functional teams supporting federal healthcare technology operations

🎯 Requirements

• ITIL 4 Foundation certification • Minimum of two years of professional experience in ServiceNow IT Service Management (ITSM) queue operations, including ticket triage, routing, service-level monitoring, and maintaining accurate operational records • Eligibility to undergo the applicable Tier 3 federal investigation • Active U.S. Government Secret security clearance required for designated assignments • Preferred: experience supporting service desk operations or IT service management within federal healthcare or similarly complex, regulated technology environments • Preferred: experience using ServiceNow reporting capabilities to analyze service trends, monitor ticket activity, or support operational performance reporting • Preferred: familiarity with enterprise healthcare applications, clinical technology support environments, or specialized operational systems

🏖️ Benefits

• Professional development and company-supported certification opportunities • 401(k) retirement plan with a 100% company match on contributions up to 6% • Medical, dental, vision, life, and disability insurance • Paid time off and company holidays • Home-office equipment and remote-work support • Fitness and wellness reimbursement • Weekly pay and company team events • Benefits subject to applicable eligibility requirements and plan terms

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