Technical Support Analyst 4 – Richmond, VA

Sivad Consulting; Richmond (VA); On-site; USD 61,992 - 68,880; Full time

Job summary

Sivad Consulting in Richmond, VA seeks a Technical Support Analyst 4 for an onsite contract to support a government initiative modernizing regulatory workflows on a low-code platform.

You will triage issues, guide end users, document cases, and help update knowledge bases while ensuring compliance and data security.

Qualifications

• 5+ years of experience in customer service, help desk, or application support.
• Experience supporting SaaS or low-code/no-code applications (e.g., Salesforce, Appian, Power Platform, ServiceNow).
• Strong communication skills; ability to translate technical concepts into user-friendly guidance.
• Experience testing complex systems to ensure business needs are met.
• Familiarity with ticketing systems (ServiceNow, Jira, Freshdesk).
• Experience supporting government/regulatory or compliance-driven applications.

Responsibilities

• Serve as the primary contact for end users using a regulatory case-management or licensing app built on a low-code platform.
• Triage, diagnose, and resolve user-reported issues; escalate when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document requests, incidents, and resolutions in the ticketing system; assist onboarding of new users.
• Update and maintain user-friendly support materials (guides, FAQs, knowledge base).
• Conduct routine quality checks on system behavior and potential issues.
• Collaborate with analysts and developers to communicate recurring issues and improvements.
• Support release cycles by testing new features and guiding users through changes.
• Ensure activities align with agency policies, regulatory requirements, and data security.

Skills

Customer service

SaaS support

Low-code/no-code platforms

ServiceNow

Jira

Freshdesk

Salesforce

Appian

Microsoft Power Platform

Tools

ServiceNow

Jira

Freshdesk

Job description

Technical Support Analyst 4 – Richmond, VA (Onsite) – (Contract)

• Hourly Rate: $45.00 to $50.00 per hour
• Contract: - 7/27/2026 – 6/30/2027
  PARKING is available for this position at $50 per month.

Role Description, Day to Day:

This is part of an agency-wide initiative to modernize technology use to better serve Virginia residents and make government duties more efficient. The online platform will be rolled out for about 20 programs over the next decade and is being supported by the Office of Information Systems, Administrative and Financial Services.

Responsibilities

• Serve as the primary point of contact for end users seeking assistance with a regulatory case‑management or licensing application built on a low‑code platform.
• Triage, diagnose, and resolve user‑reported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization's ticketing system.
  Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining user‑friendly support materials such as quick‑start guides, FAQs, and knowledge‑base articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and data‑security standards.

Qualifications (5 years or more experience Required)

• Strong customer service skills, with the ability to remain patient, clear, and solution‑oriented when assisting users of varying technical abilities.
• Extensive experience providing customer service, preferably in a technical support, help desk, or application support environment.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or low‑code/no‑code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, user‑friendly guidance.
• Experience in testing complex systems to determine that business needs are met.
• Experience supporting government, regulatory, or compliance‑driven applications preferred.
• Detail‑oriented, organized, and capable of managing multiple requests simultaneously.
  Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with cross‑functional teams.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).