Customer Service Analyst (ServiceNow/Cloud Infrastructure)

Location: Washington, DC

Company

Clear Creek Federal is part of hirify.global' Seneca Nation Group, a federal government contracting portfolio serving civilian, defense, and intelligence community customers.

What you will do

• Guide customers through service request definition, refinement, onboarding, and fulfillment processes.
• Create, route, and manage ServiceNow tickets for virtual and physical machine installations, decommissions, moves, and changes.
• Coordinate implementations with technical resources and act as the primary liaison between customers and technical staff.
• Track milestones, schedules, meeting action items, customer deliveries, rack audit resolutions, and infrastructure changes across on-premises and cloud environments.
• Plan and support physical data center installations, cloud and cloud-specific application services, and customer onboarding meetings, including presentations and Q&A sessions.
• Develop documentation and communication materials, support CMDB management, and enforce IT governance, security, and privacy policies.

Requirements

• 1–2 years of strong customer service experience in a primarily information technology environment.
• Excellent verbal and written communication skills for managing complex communications.
• Ability to coordinate with technical resources and manage implementations.
• Proficiency in using and managing ticketing systems such as ServiceNow.
• Ability to create and maintain comprehensive documentation and communication materials.
• Understanding of cloud services and concepts.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently and as part of a team, with team management skills and the ability to prioritize tasks effectively.
• Basic knowledge of project management, the ITIL framework, and cloud-based platforms including Azure, AWS, and GCP.
• Active Secret Clearance required.

Nice to have

• Experience with ServiceNow.
• Experience with Azure and AWS.

Culture & Benefits

• Collaborative work environment focused on supporting federal mission-critical needs.
• Competitive pay, benefits, perks, flexible work-life balance, professional development, and performance recognition programs.
• Medical, dental, vision, life, disability, critical illness, hospital, and accident benefit programs.
• Health savings and flexible spending accounts and a retirement 401(k) plan.
• Full-time employees working at least 30 hours per week regularly are eligible for benefits and paid leave.