ServiceNow / API Engineer – ITSM Operations

NetImpact Strategies has an opportunity for a ServiceNow / API Engineer – ITSM Operations to maintain and improve ServiceNow workflows that support reliable federal IT service operations as part of a multidisciplinary team supporting a federal customer. The mid-to-senior engineer collaborates with operational and technical partners to deliver dependable services and measurable user outcomes; this position is remote.

Responsibilities

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

Required Qualifications

• 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.

Preferred Qualifications

• ServiceNow CSA or ITSM implementation certification.
• ITIL 4 Foundation.
• Experience with federal IT operations, enterprise service desks, API integrations, and performance dashboards.

Location Requirement

Remote (United States). Travel as required for approved program activities; frequency to be confirmed. Travel is subject to project needs and authorization.

Federal access requirements: Ability to satisfy applicable customer background screening, identity credentialing, and system-access requirements.

#LI-Remote

At NetImpact Strategies, we post salary ranges in compliance with the specific labor laws and regulations of each county and state, ensuring transparency and fairness in our hiring practices. This approach reflects our commitment to adhering to legal requirements and promoting equitable pay standards across all regions where we operate. The posted salary range for this role is $100,000-140,000. The posted salary range is not an exact indication of the actual compensation offered and is instead a range of what NetImpact, in good faith, could compensate at the lowest and most high end of the salary market. In general, NetImpact may not pay the top of the salary range. Compensations are determined by several mitigating factors including skillset, experience, trainings, location, and other factors including benefits packages.Perks of working at NetImpact Strategies

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more! 

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE