Customer Service Analyst (Active Secret Clearance Required)

Seneca Holdings•Washington, DC

About The Position

Clear Creek Federal, part of the Seneca Nation Group portfolio, is seeking a Customer Service Analyst to coordinate customer requests related to on-premises and cloud-hosted infrastructure. The role requires familiarity with ticketing systems and the ability to manage complex communications. The analyst reviews rack audit findings, manages service request tickets, helps customers define service requirements and navigate the request process, and coordinates implementation work with technical resources. The position also supports data center design and capacity planning, customer onboarding, configuration management, and compliance with IT governance and security policies. The analyst serves as a key liaison between customers and technical staff and keeps stakeholders informed about request milestones and schedules.

Requirements

1–2 years of strong customer service experience assisting and guiding customers through processes, primarily in an information technology environment.
Excellent verbal and written communication skills to manage complex communications effectively.
Ability to coordinate with technical resources and manage implementations.
Proficiency in using and managing ticketing systems such as ServiceNow.
Ability to work independently and as part of a team.
Team management skills and ability to prioritize tasks effectively.
Basic knowledge of project management.
Basic knowledge of the ITIL framework.
Active Secret Clearance.

Nice To Haves

Experience with ServiceNow.
Experience with Azure and AWS.
Understanding of cloud services and concepts.
Basic knowledge of cloud platforms such as Azure, AWS, and GCP.
Veterans with expertise in these areas are encouraged to apply.

Responsibilities

Assist customers in defining and refining service request requirements and guide them through the service request process.
Create, route, and manage ServiceNow tickets for virtual and physical machine installations, decommissions, moves, and changes.
Serve as the main point of contact between customers and technical staff, ensuring services are delivered and customer expectations are met.
Coordinate implementation of customer requests with technical resources across departments.
Keep relevant stakeholders informed about service request milestones and schedules.
Identify upcoming changes in physical infrastructure and virtual environments, both on-premises and in the cloud, in collaboration with clients.
Assist in planning and executing clients' physical data center installations.
Manage incoming customer deliveries in coordination with customers and asset management teams.
Review rack audit findings thoroughly and implement necessary resolutions.
Work directly with customers interested in cloud and cloud-specific application services.
Prepare for and conduct customer onboarding meetings, present onboarding PowerPoint slide decks, facilitate Q&A sessions, and serve as the main customer contact throughout onboarding.
Document and track meeting action items.
Develop and maintain subject matter documentation, communication materials, and publications.
Support management of the Configuration Management Database (CMDB).
Enforce IT governance and policies to maintain security and privacy standards.