CSCI Consulting

Call Management Support Specialist

CSCI Consulting

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

ITSMServiceNowVoIP

About the role

  • Job Description: CSCI is seeking a Call Management Support Specialist to join our End-to-End Systems Management Center (E2E SMC) team. This dual-role position supports both the Integrated Call Management System (ICMS) and ServiceNow platform operations. The specialist ensures efficient call routing, accurate data capture, and seamless integration with ITSM workflows, contributing to mission-critical logistics and transportation system support.
  • Responsibilities: Operate and maintain ICMS functions such as Hunt Groups, Call Queues, Call Whisper, and Call Recording
  • Ensure 100% of inbound calls are recorded and retained for up to 7 years, with access granted to government stakeholders
  • Generate and maintain call detail records (CDRs), monthly call statistics, and ad-hoc reports on call activity and resolution status
  • Manage and update IVR emergency messaging and coordinate with switch POCs for system outages or routing issues
  • Support ServiceNow-based workflows, including ticket creation, escalation, and custom reporting
  • Maintain ServiceNow user accounts and assist with license tracking and usage metrics
  • Collaborate with ServiceNow administrators to align call center functions with broader ITSM processes and training materials

Requirements

  • 2+ years of experience in call center operations, ITSM support, or telephony systems administration
  • Hands-on experience with VoIP, PBX systems, and call routing technologies
  • Proficiency using ServiceNow or similar ITSM tools for incident management and reporting
  • Strong organizational, communication, and troubleshooting skills
  • Comfortable working in a fast-paced, mission-critical support environment with 24/7 operations
  • Creativity and adaptability in problem-solving
  • Ability to work with clients to understand their needs
  • Strong organizational and time-management skills
  • Excellent written and verbal communication skills
  • Professional presence