Lead Government Support Analyst at Icertis

, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

19 Jun, 26

Salary

140000.0

Posted On

21 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations, Support Analytics, ServiceNow, Microsoft Excel, Data Analysis, Reporting, Communication, Accountability, Process Rigor, Data Quality, SQL, Power BI, ITSM Analytics, Security-Sensitive Environments, Ticket Acknowledgment, On-Call Rotation

Industry

Software Development

Description

The Support Analyst is a junior, operations-focused role responsible for ensuring accurate support operations, metrics, and case governance across multiple systems. This role serves as the operational backbone of the Public Sector Support organization, owning data quality, reporting, and accountability across SAP support solutions, Icertis Public Sector ServiceNow, and Icertis Core ServiceNow. You’ll play a key role in ensuring timely ticket acknowledgment, tracking delinquent cases, maintaining support metrics, and driving operational discipline in a highly regulated, security-sensitive environment. Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries. Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination. Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com [careers@icertis.com] or get in touch with your recruiter.

Responsibilities

This junior, operations-focused role ensures accurate support operations, metrics, and case governance across multiple systems, acting as the operational backbone for the Public Sector Support organization. Key duties include owning data quality, reporting, timely ticket acknowledgment, tracking delinquent cases, and driving operational discipline.