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.

Key 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

Qualifications

• 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.

Salary Range: Min $100,000 - $140,000 USD

Location: On-site in Reston, VA (Reston Town Centre; office in progress). U.S. Citizenship required for certain projects; may require ability to obtain and maintain a U.S. government security clearance.

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.

About Us

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About the Team

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.