IT Service Operations Analyst — Federal Health IT (ServiceNow)

Location: Remote — United States; other location: Falls Church, Virginia, United States. U.S.-based role.

Company

hirify.global develops and supports technology solutions for federal organizations, with expertise across cloud engineering, DevSecOps, software development, AI/ML, and mission-focused technology services.

What you will do

• Triage, categorize, and route incidents and service requests across ServiceNow ITSM queues.
• Coordinate handoffs to clinical workflow, training, account provisioning, application, and technical specialists.
• Monitor SLA response and resolution windows, document approved pauses and delays, and maintain audit-ready ticket records.
• Analyze ticket activity, recurring issues, and service trends for weekly operational reviews and monthly performance reporting.
• Administer and validate assigned non-production and sandbox environments after upgrades, documenting findings.
• Track inherited application defects, including owners, severity, progress, disposition, and supporting evidence.

Requirements

• ITIL 4 Foundation certification.
• At least two years of professional experience in ServiceNow ITSM queue operations, including ticket triage, routing, service-level monitoring, and accurate operational recordkeeping.
• Eligibility to undergo the applicable Tier 3 federal investigation.
• An active U.S. Government Secret security clearance is required for designated assignments.

Nice to have

• Service desk or IT service management experience in federal healthcare or similarly complex, regulated technology environments.
• Experience with ServiceNow reporting for service trends, ticket activity, and operational performance reporting.
• Familiarity with enterprise healthcare applications, clinical technology support environments, or specialized operational systems.

Culture & Benefits

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