IT Service Operations Analyst – Federal Health IT

This is a fully remote position, open to applicants in United States.

📋 Description

• Triage, classify, and direct incoming incidents and service requests within the specified ServiceNow ITSM queues.

• Facilitate transitions to clinical workflow, training, account provisioning, application, and technical experts.

• Oversee response and resolution timelines while monitoring SLA metrics.

• Record approved reasons for pauses and document service delays.

• Ensure accurate ticket histories, status updates, supporting documentation, and evidence for audit-ready closures.

• Examine ticket activity, identify recurring issues, and analyze service trends.

• Compile weekly operational reviews and contribute to monthly performance analysis.

• Manage and verify assigned non-production and sandbox environments post-upgrades.

• Conduct authorized operational checks and document findings necessitating technical intervention.

• Track inherited application defects through documented management, including owners, severity ratings, progress updates, and supporting documentation.

• Collaborate with cross-functional teams to support federal healthcare technology operations.

⛳️ Requirements

• ITIL 4 Foundation certification is required.

• A minimum of two years of relevant experience in ServiceNow IT Service Management (ITSM) queue operations, including ticket triage, routing, service-level monitoring, and maintaining accurate operational documentation.

• Eligibility to undergo the necessary Tier 3 federal investigation.

• An active U.S. Government Secret security clearance is mandatory for specific assignments.

• Preferred: experience in supporting service desk operations or IT service management within the federal healthcare sector or similarly complex, regulated technological environments.

• Preferred: experience utilizing ServiceNow reporting functionalities to analyze service trends, monitor ticket activity, or assist with operational performance reporting.

• Preferred: familiarity with enterprise healthcare applications, clinical technology support settings, or specialized operational systems.

🏝️ Benefits

• Opportunities for professional development and company-supported certification programs.

• 401(k) retirement plan featuring a 100% company match on contributions up to 6%.

• Comprehensive medical, dental, vision, life, and disability insurance.

• Paid time off along with company holidays.

• Provision of home-office equipment and support for remote work.

• Reimbursement for fitness and wellness activities.

• Weekly pay and participation in company team events.

• Benefits subject to relevant eligibility criteria and plan terms.