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RacknerService Integration Lead (SIAM) — Federal Health IT
Rackner seeks a Service Integration Lead (SIAM) for a full-time, remote position supporting a federal health IT mission. This role involves unifying multiple IT service providers…
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About This Role
Rackner seeks a Service Integration Lead (SIAM) for a full-time, remote position supporting a federal health IT mission. This role involves unifying multiple IT service providers through a cohesive service management framework, establishing clear responsibilities, and coordinating escalation paths to ensure accountability across complex environments. The selected professional will lead service integration activities, manage ServiceNow process designs for incident, request, and change management, and facilitate monthly service reviews alongside the…
Job Description
Rackner seeks a Service Integration Lead (SIAM) for a full-time, remote position supporting a federal health IT mission. This role involves unifying multiple IT service providers through a cohesive service management framework, establishing clear responsibilities, and coordinating escalation paths to ensure accountability across complex environments. The selected professional will lead service integration activities, manage ServiceNow process designs for incident, request, and change management, and facilitate monthly service reviews alongside the Program Manager.
This opportunity is well-suited for an experienced IT service management professional with a background in multi-supplier environments and federal health missions. Rackner specializes in delivering technology solutions that support critical federal initiatives, leveraging expertise across cloud engineering, DevSecOps, artificial intelligence, software development, and mission operations. The organization prioritizes teamwork, career development, and practical approaches to intricate technical challenges.
Employees have access to a comprehensive compensation and wellness package, which includes medical, dental, vision, life, and disability insurance, a 401(k) plan featuring a full company match up to six percent, and weekly pay periods. Additional offerings consist of paid time off, company holidays, fitness and wellness reimbursements, home-office equipment, support for remote work, and financial backing for relevant professional certifications.
Responsibilities
- Manage service integration efforts across multiple IT vendors, technical support teams, and enterprise service desks
- Create and maintain the Integrated Service Management Plan, responsibility assignment matrix, and service interface agreements
- Define clear handoff responsibilities, case ownership, and escalation procedures across various teams
- Represent the team in customer service-integration forums and document key decisions and issues
- Design ServiceNow processes for change, request, and incident management, including approval of routing and handling rules
- Collaborate with operational groups and service providers to maintain consistent service management procedures
- Partner with the Program Manager to lead monthly service reviews
Requirements
- Have at least 8 years of professional experience in IT service management
- Possess a minimum of 3 years of experience in a multi-supplier Service Integration and Management role
- Maintain an active U.S. Government Secret security clearance
Qualifications
- Hold an ITIL 4 Managing Professional designation or a SIAM Professional certification
- Demonstrate experience supporting Defense Health Agency or Department of Defense enterprise service desk operations
- Bring experience owning ServiceNow-supported IT service management processes
Core Skills
Benefits
- Company-supported professional certifications relevant to program work
- Opportunities for professional development and career growth
- 401(k) retirement plan with a 100 percent company match up to 6 percent
- Medical, dental, vision, life, and disability coverage
- Generous paid time off and company holidays
- Home-office equipment and remote-work support
- Fitness and wellness reimbursement
- Weekly pay schedule and team events
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting specifies that this role is remote within the United States.
What security clearance is required?
An active U.S. Government Secret security clearance is required for this position.
What certifications are accepted for this role?
Applicants must hold either an ITIL 4 Managing Professional designation or a SIAM Professional certification.
Does the posting specify the salary range?
No, the salary is not stated in the job posting.
Sample Interview Questions
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