Senior IT Support Analyst - ServiceNow & ITIL Expert

Altentechnologyusa; Herndon (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

ALTEN Technology USA is seeking an experienced IT Support Analyst to join our engineering services team in Virginia. You will provide Tier 2/3 support for business applications, manage incidents and service requests in ServiceNow, and apply ITIL practices to Incident, Problem, Change, and Request Management.

You’ll monitor application health, collaborate with technical teams, document solutions, and ensure SLA/KPI targets are met while delivering high-quality customer support to internal users.

Qualifications

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

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.

Skills

ITIL

ITSM

ServiceNow

Technical Support

Tools

ServiceNow (SNOW)

Job description

ALTEN Technology USA is seeking an experienced IT Support Analyst to join our engineering services team in Virginia. You will provide Tier 2/3 support for business applications, manage incidents and service requests in ServiceNow, and apply ITIL practices to Incident, Problem, Change, and Request Management.

You’ll monitor application health, collaborate with technical teams, document solutions, and ensure SLA/KPI targets are met while delivering high-quality customer support to internal users.