ServiceNow / API Engineer – ITSM Operations

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

📋 Description

• Configure and provide support for authorized incident, request, problem, knowledge, change, and service catalog workflows.

• Oversee assignment routing, case ownership, escalation procedures, operational dashboards, and service records.

• Design and test sanctioned Flow Designer automations, ensuring documented manual fallback and rollback procedures are in place.

• Diagnose workflow failures, integration issues, permissions errors, and data quality concerns.

• Assist with release testing, change documentation, operational runbooks, and post-deployment validations.

• Track service metrics, recurring problems, and workflow impediments.

• Execute approved enhancements to workflows.

• Collaborate with service integration leads, platform owners, and cybersecurity teams.

• Sustain and enhance ServiceNow workflows that ensure dependable federal IT service operations.

⛳️ Requirements

• Bachelor's degree in information technology, computer science, or a related discipline; equivalent relevant experience may be considered.

• Minimum of 4 years’ experience in ServiceNow administration, development, or ITSM engineering.

• Practical knowledge of ServiceNow ITSM modules, Flow Designer, scripting, and workflow configuration.

• Familiarity with ITIL-aligned service operations, including testing, troubleshooting, and change control processes.

• Capability to meet necessary customer background checks, identity credentialing, and system access prerequisites.

• ServiceNow CSA or ITSM implementation certification is preferred.

• ITIL 4 Foundation certification is preferred.

• Experience with federal IT operations, enterprise service desks, API integrations, and performance dashboards is preferred.

• Position is remote within the United States; travel may be required for approved program activities.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance starting on the first of the month following your start date.

• 401(k) plan with employer contributions that are immediately vested; no matching required.

• Generous paid time off (PTO).

• An additional day of paid wellness leave each calendar year.

• Ten federal holidays.

• Pet insurance.

• Tuition reimbursement.

• Internal training programs.

• Company-sponsored industry certifications.

• Team-building activities.

• Community volunteering opportunities.

• Quarterly HQ days.

• Wellness events.

• Happy hours.

• Family fun events.