Hybrid Lead Government Support Analyst

at iCert Global

• Job title: Lead Government Support Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: $100,000 - $140,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow, SQL
• Location requirements: Hybrid, Reston, United States

About the role

• Support Analyst ensuring accurate support operations across multiple systems for Icertis. Responsible for data quality and maintaining support metrics in a regulated environment.

Responsibilities

• Act as the initial recipient for inbound support tickets during assigned coverage and on-call rotations (acknowledge, validate, route, assign ownership)
• Participate in on-call rotation to ensure timely acknowledgment and operational continuity
• Perform “swivel-chair” case intake and updates across SAP support systems and ServiceNow environments
• Ensure proper redaction and handling of sensitive/controlled data (CUI) in all systems
• Maintain strict adherence to data handling, access control, and compliance requirements
• Perform daily and weekly reconciliation across systems (status, ownership, severity, SLAs, aging)
• Own creation, maintenance, and distribution of operational reports (SLA performance, backlog aging, ticket volume, TSAT, trend analysis)
• Maintain metrics dictionary and reporting logic to ensure consistency and audit readiness
• Track and proactively manage delinquent/aging cases; drive accountability via follow-ups and escalation
• Publish recurring reports highlighting actionable backlog, SLA risks, ownership gaps, and overdue actions
• Build and enhance Excel-based trackers, pivot tables, charts, and reporting for operational and executive visibility
• Leverage Generative AI and automation tools to improve reporting efficiency and reduce manual effort
• Document and maintain SOPs, runbooks, and checklists for intake, reporting, redaction, and case governance
• Identify operational inefficiencies and recommend continuous improvement initiatives
• Communicate clearly with support engineers, consultants, managers, and cross-functional teams to ensure transparency and timely resolution

Requirements

• 1–3 years of experience in operations, support analytics, service operations, or a related analytical role
• Experience working with enterprise support or ticketing systems (ServiceNow or similar preferred).
• Strong proficiency in Microsoft Excel, including pivot tables, formulas, charts, and structured data analysis.
• Demonstrated attention to detail and ability to manage high-volume, repetitive operational tasks with accuracy.
• Strong written communication skills, with the ability to produce clear, concise operational and executive-ready reporting.
• Comfort working in regulated or security-sensitive environments and following written procedures precisely.
• Ability to manage multiple priorities, track follow-ups, and drive accountability across peers and teams.
• Operational mindset with a focus on process rigor, data quality, and continuous improvement.
• Bachelor’s degree or equivalent practical experience.
• ****Preferred Qualifications**
• Familiarity with ServiceNow reporting, dashboards, or ITSM analytics
• Exposure to Power BI or other business intelligence tools.
• Basic SQL or data querying experience.
• Experience supporting public sector, government, or highly regulated customers.