Lead Government Support Analyst at Icertis in VA

Summary: Icertis is the global leader in AI-powered contract intelligence. The Support Analyst is responsible for ensuring accurate support operations and metrics, serving as the operational backbone of the Public Sector Support organization. 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