Lead Government Support Analyst at Icertis in Virginia

Summary: Icertis is the global leader in AI-powered contract intelligence, providing powerful insights and automation for contract management. The Lead Government Support Analyst is responsible for ensuring accurate support operations and case governance across multiple systems, while maintaining data quality and reporting 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 Required 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 Required Skills: ServiceNow, Microsoft Excel Important Skills: SQL, Power BI, Data quality Nice-to-Have Skills: Operational mindset, Continuous improvement