Cloud Engineer / ServiceNow Administrator - Secret Clearance

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.
• Maintain service level agreements and support operational responsiveness across assigned cases and incidents.
• 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.

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.