IT Service Operations Analyst - Federal Health IT

About the role

Location: Remote - United States

Security Requirement

• Eligibility for a Tier 3 federal investigation; active U.S. Government Secret clearance required for designated assignments.
• Keep Support Moving. Strengthen Service Reliability.

At Rackner, reliable technology support helps federal healthcare organizations maintain the systems and services their teams depend on. We're seeking an IT Service Operations Analyst to support efficient service request handling, strengthen operational accountability, and help ensure technology issues are accurately documented, prioritized, and directed to the appropriate specialists.

In this role, you'll work across ServiceNow ITSM operations, service-level performance tracking, operational reporting, and application support activities. You'll collaborate with specialized teams, monitor service commitments, identify recurring issues, and help improve the consistency, visibility, and reliability of healthcare technology support.

What You'll Do

• Triage, categorize, and route incoming incidents and service requests across designated ServiceNow ITSM queues, applying established operational procedures to ensure accurate case assignment.
• Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists, maintaining visibility into ticket progress, outstanding dependencies, and appropriate follow-up.
• Monitor established response and resolution windows, track service-level agreement (SLA) clocks, and document approved pause reasons and service delays in accordance with defined procedures.
• Maintain accurate ticket histories, status updates, supporting documentation, and audit-ready closure evidence to strengthen accountability and operational traceability.
• Analyze ticket activity, recurring issues, and service trends to prepare weekly operational reviews and provide accurate inputs to monthly performance reporting.
• Administer and validate assigned non-production and sandbox environments following upgrades, perform authorized operational checks, and document findings requiring additional technical attention.
• Track inherited application defects through documented disposition, maintaining assigned owners, severity classifications, progress updates, and supporting evidence.

Required Qualifications

• ITIL 4 Foundation certification.
• Minimum of two years of professional experience in ServiceNow IT Service Management (ITSM) queue operations, including demonstrated capability in ticket triage, routing, service-level monitoring, and maintaining accurate operational records.
• Eligibility to undergo the applicable Tier 3 federal investigation. Certain assignments require an active U.S. Government Secret security clearance.

Preferred Qualifications

• Supporting service desk operations or IT service management within federal healthcare or similarly complex, regulated technology environments.
• Experience using ServiceNow reporting capabilities to analyze service trends, monitor ticket activity, or support operational performance reporting.
• Familiarity with enterprise healthcare applications, clinical technology support environments, or specialized operational systems.

Benefits & Perks

Rackner offers a competitive benefits package designed to support employees professionally and personally, including:

• 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 are subject to applicable eligibility requirements and plan terms.

Work Arrangement

This is a remote position based in the United States. The role involves collaboration with cross-functional teams supporting federal healthcare technology operations.