IT Support Analyst

ALTEN Technology USA; Saraland (AL); On-site; USD 60,000 - 80,000; Full time

Job summary

ALTEN Technology USA, an engineering company, is seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITSM processes, and ServiceNow. The role focuses on troubleshooting complex application issues, managing incidents, and delivering high-quality support to business users.

You will monitor application health, follow ITIL practices for Incident, Problem, Change, and Request Management, meet SLA/KPI targets, and contribute to documentation and knowledge articles

Qualifications

• 3+ years of IT Support experience.
• Knowledge of ITIL, ITSM, and ServiceNow (SNOW).
• Ability to meet SLA and KPI targets and deliver high-quality support.

Responsibilities

• Provide Tier 2/3 support for business applications and ensure timely incident resolution.
• Manage incidents, service requests, and problem records through ServiceNow (SNOW).
• Follow ITIL processes for Incident, Problem, Change, and Request Management.
• Troubleshoot application issues and coordinate with technical teams to drive resolution.
• Monitor application health, identify recurring issues, and suggest process improvements.
• Maintain documentation and knowledge articles for support procedures.
• Deliver high-quality customer support and meet SLA/KPI targets.

Skills

ITIL knowledge

ITSM experience

Strong communication

Tools

ServiceNow (SNOW)

Job description

We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life‑saving medical devices to building autonomous electric vehicles. With 3,000+ experts across North America, we partner with leading companies in aerospace, medical devices, robotics, automotive, commercial vehicles, EVs, rail, and more.

As part of the global ALTEN Group—57,000+ engineers in 30 countries—we deliver across the entire product development cycle, from consulting to full project outsourcing.

When you join ALTEN Technology USA, you’ll collaborate on some of the world’s toughest engineering challenges, supported by mentorship, career growth opportunities, and comprehensive benefits. We take pride in fostering a culture where employees feel valued, supported, and inspired to grow.

We are seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITSM processes, and ServiceNow. The ideal candidate will have at least three years of experience troubleshooting and resolving complex application issues, managing incidents and service requests, and working within ITIL frameworks for Incident, Problem, Change, and Request Management. This individual will be proactive in monitoring application performance, identifying recurring issues, driving continuous process improvements, and maintaining accurate documentation and knowledge articles. Strong communication, customer service, and collaboration skills are essential, along with a proven ability to meet SLA and KPI targets while delivering high-quality support to business users.

Responsibilities:

• Provide Tier 2/3 support for business applications, ensuring timely incident resolution.
• Manage incidents, service requests, and problem records through ServiceNow (SNOW).
• Follow ITIL processes for Incident, Problem, Change, and Request Management.
• Troubleshoot application issues, coordinate with technical teams, and drive issues to resolution.
• Monitor application health, identify recurring issues, and recommend process improvements.
• Maintain documentation, knowledge articles, and support procedures.
• Deliver high-quality customer support while meeting SLA and KPI targets.

Qualifications:

• 3+ years of IT Support/Application Support experience.
• Strong knowledge of ITIL, ITSM, and ServiceNow (SNOW).

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job‑related knowledge, qualifications, skills, education, training, and experience.

Due to the potential for involvement with U.S. aerospace programs and export‑controlled environments, candidates who qualify as U.S. Persons are preferred.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Compliance Notice: Alten USA is a federal contractor subject to the requirements of the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) and Executive Order 11246. We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Drug Screening Requirement: As a federal contractor, Alten USA maintains a drug‑free workplace. All candidates selected for employment will be required to successfully complete a pre‑employment drug screening as a condition of hire.