Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within ServiceNow.
Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions in ServiceNow incidents, problems, and change records.
Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the ServiceNow CMDB.
Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure.
Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
Create and maintain technical documentation.
Build and maintain ServiceNow workflows, Flow Designer automations, and catalog items to streamline service delivery and reduce manual ticket handling.
Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
Leverage ServiceNow reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
Author and maintain knowledge base articles, runbooks, and SOPs within ServiceNow, and mentor Tier 1/2 staff to reduce escalation volume.

Requirements

3+ years of IT support experience with exposure to advanced troubleshooting or escalation.
Hands-on experience with Microsoft Azure (M365, Intune, Entra ID, or similar).
Working knowledge of ServiceNow or a comparable ITSM platform.
Some scripting or automation experience (PowerShell, Python, or Bash).
A strong communicator who stays composed under pressure.

Benefits

Outstanding opportunities to learn, grow, and expand your network.
Excellent compensation, benefits, and generous incentives.
Complimentary snacks to keep you focused.
Super cutting-edge technology.
State-of-the-art workspace.
Community involvement.
Great team synergy.
Friday lunch and shenanigans... on us!
Incentive program for investing in your growth.
401K savings plan and education reimbursement.
24/7 access to a modern gym with Tonal and Peloton.
Free monthly garage parking with direct private access to the office.
Brand-new, sun-filled National Harbor offices with scenic views of the Potomac, surrounded by shops, restaurants, and more.
Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
Paid parental leave, including adoption and foster care placement.
PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days thereafter (+ incentives opportunities to earn more PTO!).
9 company-observed holidays + 2 more floating holidays to cover additional observed holidays or for use as extra PTO.
And more! Check out our careers page for more details: www.gocloudforce.com/careers/.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

advanced troubleshootingroot cause analysisautomated solutionsscriptingPowerShellPythonBashpatch managementvulnerability remediationtechnical documentation

Soft Skills

strong communicatorcomposed under pressure