Lead Government Support Analyst

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 reconciliati...