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Full-time
bachelor degree, professional certificate
Posted 14d ago
~40 hrs/week
Responsibilities
Provide front-line technical support for cloud and service management issues within a secure federal environment. Manage ServiceNow administration, coordinate federal provisioning, and ensure adherence to FedRAMP compliance and service level agreements.
Requirements
Requires a Bachelor's degree in a technical field, 5+ years of product support experience, and CompTIA Security+ certification. Candidates must be U.S. citizens capable of obtaining a Secret clearance.
Full job description
Position Overview
The 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
Qualifications
Compensation Ranges
Compensation 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.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The 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.
ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government. Headquartered in Fairfax, Virginia, ASM has over 30 years of experience providing application, software, system, network, database, and reporting solutions. Our extraordinary commitment and unique insight into clients’ information technology (IT), program management, security, healthcare / medical management, education and training management consistently produce extraordinary results.
We are always seeking quality individuals to join our team. We offer an employee-friendly work environment, outstanding benefits, and a level of stability rarely found in the government contracting world. We have ongoing needs for Web Applications Developers (ASP.Net), SharePoint Developers, Cyber Security Analysts, QA Analysts, Helpdesk Analysts and Oracle DBAs. You can see a full list of our current openings at http://asmr.com/Opportunities.aspx or send your resume to [email protected]. You can also connect with our corporate recruiter, Chris Gibbons, http://www.linkedin.com/pub/chris-gibbons/0/635/213 or Erik Thompson, https://www.linkedin.com/in/erikthompsonitt.
Privacy Policy: https://www.asmr.com/privacy-policy/
Offices: 4050 Legato Road, Suite 1100, Fairfax, Virginia 22033, US · 1777 NE Loop 410, Suite 200, San Antonio, Texas 78217, US
Information TechnologySoftware DevelopmentHelp Desk SupportApplication DevelopmentInformation AssuranceDefense ContractingSystems IntegrationCyber Securityand Healthcare Informatics and TechnologyInformation Technology
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