Job Description

CSCI is seeking a Tier II Technical Support Analyst to play a key role in ensuring the stability and performance of critical SDDC applications. This position delivers advanced technical and functional support, resolves complex issues escalated from Tier I, and collaborates with stakeholders to maintain seamless operations. The ideal candidate brings strong analytical skills, ServiceNow expertise, and a proactive approach to documentation and process improvement.

Responsibilities

Provide advanced technical and functional support for designated SDDC applications
Investigate and resolve escalated issues from Tier I
Review and maintain Knowledge Base Articles (KBAs) in ServiceNow
Coordinate with Area Managers and Program Managers for application-specific support
Participate in quarterly reviews to assess Tier II scope and application needs

Minimum Requirements

3+ years of experience in technical support or systems analysis
Proficiency in ServiceNow administration and workflow management
Strong analytical and problem-solving skills
Ability to collaborate with cross-functional teams
ServiceNow System Administrator certification preferred
Creativity and adaptability in problem-solving
Ability to work with clients to understand their needs
Strong organizational and time-management skills
Excellent written and verbal communication skills
Professional presence

Preferred Skills

Experience supporting DoD applications or working within a federal IT environment
ServiceNow System Administrator Certification
Familiarity with ITIL principles or related frameworks
Understanding of cybersecurity best practices and DoD security requirements
Exposure to application monitoring tools and reporting metrics
Ability to work in a team environment, as well as independently
Strong customer and vendor relationship skills
Demonstrated ability to comply with data standards and policies
Motivation to learn new technologies and methodologies that demonstrate value
Past experience working with a federal agency
Department of Defense experience is a plus!