ServiceNow / API Engineer – ITSM Operations

NetImpact Strategies Inc.

. Configure and support approved incident, request, problem, knowledge, change, and service catalog workflows .

Posted 10/20/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in ServiceNow administration and ITSM engineering, with a strong focus on workflow configuration, automation development, and ITIL-aligned service operations. Proven ability to troubleshoot and improve service metrics while coordinating with cross-functional teams to enhance federal IT service operations.

Highest-signal resume keywords

ServiceNow AdministrationITSM EngineeringFlow Designer Automation DevelopmentITIL-Aligned Service OperationsServiceNow CSA Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ITSM ModulesWorkflow ConfigurationScriptingTroubleshootingChange ControlsOperational DashboardsAPI IntegrationsPerformance DashboardsIncident ManagementRequest Management

Soft Skills

Problem-SolvingCollaborationCommunication

Tools & Technologies

ServiceNowFlow Designer

Certifications & Qualifications

ServiceNow CSA CertificationITIL 4 Foundation

Industry Keywords

Federal IT OperationsEnterprise Service DesksChange DocumentationOperational RunbooksService Catalog Workflows

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNow

About the role

Key responsibilities & impact

Configure and support approved incident, request, problem, knowledge, change, and service catalog workflows
Maintain assignment routing, case ownership, escalation logic, operational dashboards, and service records
Develop and test approved Flow Designer automations with documented manual fallback and rollback paths
Troubleshoot workflow failures, integrations, permissions, and data quality issues
Support release testing, change documentation, operational runbooks, and post-deployment verification
Monitor service metrics, recurring issues, and workflow bottlenecks
Implement approved workflow improvements
Coordinate with service integration leads, platform owners, and cybersecurity teams
Maintain and improve ServiceNow workflows supporting reliable federal IT service operations

Requirements

What you’ll need

Bachelor’s degree in information technology, computer science, or related field; equivalent relevant experience considered
4+ years of ServiceNow administration, development, or ITSM engineering experience
Hands-on knowledge of ServiceNow ITSM modules, Flow Designer, scripting, and workflow configuration
Experience with ITIL-aligned service operations, testing, troubleshooting, and change controls
Ability to satisfy applicable customer background screening, identity credentialing, and system-access requirements
ServiceNow CSA or ITSM implementation certification preferred
ITIL 4 Foundation preferred
Experience with federal IT operations, enterprise service desks, API integrations, and performance dashboards preferred
Remote within the United States; travel as required for approved program activities

Benefits

Comp & perks

Comprehensive medical, dental, and vision insurance starting the first of the month after joining
401(k) plan with immediately vested employer contributions; no matching required
Generous paid time off (PTO)
One additional day of paid wellness leave per calendar year
Ten federal holidays
Pet insurance
Tuition reimbursement
Internal training programs
Company-sponsored industry certifications
Team building activities
Community volunteering
Quarterly HQ days
Wellness events
Happy hours
Family fun events