Position OverviewThe Cloud Engineer & ServiceNow Administrator provides front-line technical support for product, cloud, and service management-related issues in a secure federal environment. This role troubleshoots basic product and networking issues, responds to customer inquiries through inbound calls and the client case application, and ensures timely resolution or escalation of incidents in alignment with service level expectations. The position also supports ServiceNow administration activities, customer communication tracking, Federal provisioning coordination, and continuous improvement of technical and product knowledge.
Key Responsibilities- Troubleshoot basic products, application, and networking issues and guide users through corrective actions to restore service.
- Respond to product-related questions and support requests through the client case application and inbound calls in a timely and professional manner.
- Meet established service level agreements and support operational responsiveness across assigned cases and incidents.
- Ensure consistent customer satisfaction by delivering high-quality support and maintaining professional, solution-oriented customer experience.
- Document all customer communication, troubleshooting activity, case updates, and resolution details in the client's case application.
- Escalate cases to the appropriate next skill level in a timely manner when additional technical expertise or authority is required.
- Support ServiceNow administration and operational activities in accordance with established processes and business needs.
- Coordinate with multiple internal teams and serve as a point of contact for Federal provisioning needs.
- Adhere to FedRAMP compliance requirements and support activities within a secure, regulated operating environment.
- Continuously strengthen technical, platform, and product knowledge to improve support effectiveness and issue resolution quality.
Required Qualifications- Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent relevant experience.
- 5+ years of product support experience.
- Meet DoDM 8410 requirements with a minimum of CompITA Security+ certification required.
- Excellent written and verbal communication skills.
- Process-oriented approach with strong organizational discipline.
- Strong attention to detail and documentation accuracy.
- Ability to troubleshoot basic product and networking issues in a structured support environment.
- Ability to meet service level commitments and manage multiple support activities effectively.
- Ability to engage with multiple teams and act as a point of contact for Federal provisioning needs.
- Ability to adhere to FedRAMP compliance requirements.
- U.S. citizenship required.
- Ability to obtain and maintain a Secret clearance.
Preferred Qualifications- Advanced knowledge of CMMI Level II/III, IEEE standards, SDLC methodologies, and defect tracking or test management tools
- Technical project management background.
- Experience administering or supporting ServiceNow in an enterprise environment.
- Familiarity with cloud platforms and infrastructure support in a secure environment.
- Experience with monitoring, diagnostics, and performance tuning tools.
- Exposure to IT service management processes such as incident, change, and problem management.
- Experience supporting federal or highly regulated client environments.
Job Specific Skills- Product support and issue resolution
- ServiceNow administration
- Incident documentation and case management
- Basic networking troubleshooting
- SLA performance management
- Customer communication and escalation handling
- Federal provisioning coordination
- FedRAMP compliance support
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
