Onsite Tech Support Analyst IV — Richmond Contract

Sivadconsulting; Richmond (VA); On-site; USD 94,000 - 104,000; Full time

Benefits offered by this job

Parking

Job summary

Sivadconsulting in Richmond, VA seeks a Technical Support Analyst 4 for onsite contract work. The role pays $45.00–$50.00 per hour and supports a multi‑program modernization initiative in a regulatory environment.

You will triage, diagnose, and resolve user issues, guide on workflows, and maintain user documentation while coordinating with business analysts and developers. Parking is available for this onsite position.

Qualifications

• Five years or more experience in customer or technical support.
• Experience with SaaS or low-code/no-code platforms (Salesforce, Appian, Power Platform, ServiceNow).
• Strong communication and ability to translate technical concepts for end users.
• Experience testing complex systems to verify business needs are met.
• Familiarity with regulatory/government applications preferred.
• Proficient with ticketing systems and cross-functional collaboration.

Responsibilities

• Serve as primary contact for end users of regulatory/licensing apps on a low-code platform.
• Triage, diagnose, and resolve issues; escalate to technical teams when needed.
• Guide users on system functionality, workflows, and data entry best practices.
• Document requests and resolutions in the ticketing system; assist onboarding.
• Update quick‑start guides, FAQs, and knowledge base articles.
• Conduct routine quality checks and collaborate with analysts and developers.
• Support release testing and guide users through changes.
• Ensure activities align with policies, regulations, and data security.

Skills

Customer service

Communication

Problem solving

SaaS support

Low-code/no-code support

Testing complex systems

Government/regulatory applications

Ticket management familiarity

Independent work

Tools

ServiceNow

Jira

Freshdesk

Job description

Sivadconsulting in Richmond, VA seeks a Technical Support Analyst 4 for onsite contract work. The role pays $45.00–$50.00 per hour and supports a multi‑program modernization initiative in a regulatory environment.

You will triage, diagnose, and resolve user issues, guide on workflows, and maintain user documentation while coordinating with business analysts and developers. Parking is available for this onsite position.