Senior Technical Support Analyst for Regulatory Platform

Endurance IT Services; Richmond (VA); On-site; USD 85,000 - 105,000; Full time

Job summary

Endurance IT Services in Richmond, VA seeks a customer-focused Technical Support Analyst 4 to support a newly launched regulatory platform used by charitable organizations across Virginia. You will troubleshoot, guide users through system functionality, and create knowledge base materials while ensuring compliance with agency policies and security standards.

This role offers an opportunity to contribute to a statewide modernization initiative and improve digital services for regulators and end

Qualifications

• 8+ years in technical customer support or help desk roles.
• 8+ years supporting SaaS or low-code/no-code platforms (ServiceNow, Appian, Power Platform).
• 8+ years testing complex systems to verify business requirements.

Responsibilities

• Serve as the primary contact for users seeking help with regulatory case management and licensing apps.
• Troubleshoot, diagnose, and resolve application issues.
• Escalate complex issues to appropriate teams when necessary.
• Guide users through system functionality, workflows, and data entry processes.
• Document incidents, requests, and resolutions in the ticketing system.
• Support user onboarding and account access requests.
• Create and maintain user support materials and quick-reference guides.
• Perform routine QA checks to ensure system functionality.
• Collaborate with analysts, developers, and stakeholders to address recurring issues.
• Assist with updates, release testing, and user communications.
• Ensure compliance with agency policies and security standards.

Skills

Customer service

Troubleshooting

Communication

Documentation

Organizational skills

Independent work

Ticketing systems

Tools

ServiceNow

Appian

Power Platform

Job description

Endurance IT Services in Richmond, VA seeks a customer-focused Technical Support Analyst 4 to support a newly launched regulatory platform used by charitable organizations across Virginia. You will troubleshoot, guide users through system functionality, and create knowledge base materials while ensuring compliance with agency policies and security standards.

This role offers an opportunity to contribute to a statewide modernization initiative and improve digital services for regulators and end