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# IT Support Analyst

- **Company:** ALTEN Technology USA
- **Location:** Saraland, AL, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Business Software, Servicenow
- **Published:** July 23, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7f28ab2fa4de14d7

## About the Role

We are seeking an experienced IT Support Analyst with a strong background in Tier 2/3 support, ITSM processes, and ServiceNow. The ideal candidate will have at least three years of experience troubleshooting and resolving complex application issues, managing incidents and service requests, and working within ITIL frameworks for Incident, Problem, Change, and Request Management. This individual will be proactive in monitoring application performance, identifying recurring issues, driving continuous process improvements, and maintaining accurate documentation and knowledge articles. Strong communication, customer service, and collaboration skills are essential, along with a proven ability to meet SLA and KPI targets while delivering high-quality support to business users., * 3+ years of IT Support/Application Support experience.

 * Strong knowledge of ITIL, ITSM, and ServiceNow (SNOW).

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.

Due to the potential for involvement with U.S. aerospace programs and export-controlled environments, candidates who qualify as U.S. Persons are preferred.

## Description

* Provide Tier 2/3 support for business applications, ensuring timely incident resolution.
 * Manage incidents, service requests, and problem records through ServiceNow (SNOW).
 * Follow ITIL processes for Incident, Problem, Change, and Request Management.
 * Troubleshoot application issues, coordinate with technical teams, and drive issues to resolution.
 * Monitor application health, identify recurring issues, and recommend process improvements.
 * Maintain documentation, knowledge articles, and support procedures.
 * Deliver high-quality customer support while meeting SLA and KPI targets.


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