Job Description
The Support Analyst is a junior, operations-focused role responsible for ensuring accurate support operations, metrics, and case governance across multiple systems. This role serves as the operational backbone of the Public Sector Support organization, owning data quality, reporting, and accountability across SAP support solutions, Icertis Public Sector ServiceNow, and Icertis Core ServiceNow.
You’ll play a key role in ensuring timely ticket acknowledgment, tracking delinquent cases, maintaining support metrics, and driving operational discipline in a highly regulated, security-sensitive environment.
This position requires on site presence 5 days per week at our new office in Reston, Virginia.
This role participates in an on-call rotation to ensure timely acknowledgment of inbound support requests. On-call responsibilities focus on initial receipt, acknowledgment, validation, and routing of tickets—not deep technical troubleshooting. Strong documentation and clean handoffs to resolver teams are critical.
This position will be working on US government contracts which require either US Citizens or US Persons (Permanent Residents) depending on the project. Additionally, this role may require the ability to obtain and maintain a US government Top Secret security clearance.