Tier II Technical Support Analyst - Remote

Overview

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.

In Short

• 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

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

Benefits

• Competitive salaries
• Generous Paid Time Off (PTO) package
• Paid holidays aligned to the Federal calendar
• Full health benefits including medical, dental, vision, and life insurance
• 401(k) retirement plan
• Team building events
• Professional development support