Cloud Technical Support Analyst
Credence · Tysons · $100,000–$150,000 (stated in the posting)
Join a team where innovation meets mission. Our AI, cloud, cyber, and modernization solutions save agencies thousands of hours, safeguard national security, and strengthen health and humanitarian missions worldwide. With 1,700+ team members, 1,500+ AI/data experts, and 100+ prime contracts, we deliver at scale and with purpose.
We’ve been recognized as a Top Workplace by the Washington Post for six straight years and named to the Inc. 5000 Fastest Growing Private Companies 13 of the past 14 years. Credence is a welcoming home for those looking to grow and contribute to positive change. We encourage all employees to expand beyond their boundaries, dive into important world-changing Federal challenges.
Credence has an immediate need for a Technical Support Analyst (TSA) to support cloud hosting activities for DLA customers. This role serves as a primary liaison between program offices, system integrators, cloud operations teams, solutioning teams, cybersecurity stakeholders, and customer leadership to ensure hosting-related communications, processes, risks, and operational needs are coordinated effectively.
The ideal candidate will be a proactive communicator and relationship builder with experience supporting technical programs, coordinating operational workflows, tracking risks and issues, and helping stakeholders navigate cloud hosting processes. The TSA is not expected to serve as a project manager or technical builder; instead, this role focuses on facilitating hosting logistics, maintaining clear scope boundaries, championing repeatable processes, and ensuring customer needs are translated into actionable coordination across teams.
Responsibilities include, but are not limited to:
- Serve as the primary intersection between customers, program management offices, system integrators, and cloud hosting teams to support collaboration and mission delivery.
- Maintain and communicate clear boundaries of scope between hosting teams, operations teams, solutioning teams, and system integrators.
- Coordinate with operations and solutioning teams to track, triage, and facilitate resolution of hosting-related incidents, tickets, dependencies, and follow-up actions.
- Monitor, document, and communicate hosting-related risks, issues, decisions, dependencies, and action items across assigned programs and applications.
- Advise stakeholders on established operating procedures, including proper ServiceNow request usage, SAAR processes, hosting intake processes, and operational handoffs.
- Support the development and continuous improvement of repeatable, leverageable processes across hosting contracts and tenant environments.
- Facilitate communication between customer stakeholders and technical teams during onboarding, environment changes, operational events, and production support activities.
- Prepare clear written updates, meeting notes, risk summaries, status inputs, and customer-facing coordination materials.
- Help ensure no task is left behind by tracking commitments through closure and escalating blockers when appropriate.
- Represent Credence professionally in customer-facing interactions and reinforce a collaborative, service-oriented approach to cloud hosting support.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field
- Current CompTIA Security+ certification, or ability to obtain within the first 60 days
- Current AWS certification, or ability to obtain within the first 90 days
- 3+ years of experience supporting technical programs, cloud operations, infrastructure operations, IT service delivery, customer support, or program coordination in a technical environment
- Familiarity with AWS cloud hosting concepts, shared responsibility models, secure operational processes, and cloud modernization activities
- Experience with ServiceNow, Jira, Confluence, SharePoint, Teams, or similar collaboration and workflow management tools.
- Experience supporting onboarding, migration, production support, release coordination, or operational readiness activities for enterprise applications.
- Familiarity with access request workflows, incident management, change management, and operational intake processes.
- Experience preparing executive-ready status updates, risk summaries, customer briefings, or action item reports.
- Ability to translate technical topics into clear, actionable communication for non-technical stakeholders.
- Experience coordinating across technical teams, customers, program offices, vendors, and other stakeholders to resolve issues and support operational outcomes.
- Strong written and verbal communication skills, including the ability to prepare clear meeting notes, status updates, action item trackers, and customer-facing correspondence.
- Ability to understand cloud hosting concepts, operational workflows, incident/ticket management processes, and technical dependencies well enough to communicate effectively with engineering and customer teams.
- Experience tracking risks, issues, action items, dependencies, and decisions through closure in a fast-paced environment.
- Ability to manage competing priorities, follow up consistently, and maintain attention to detail across multiple programs or applications.
- Professional presence and customer-service mindset, with the ability to build trust with government customers, system integrators, and internal teams.
- Ability to work in an agile, fast-paced environment with dynamic deadlines and evolving mission needs.
Preferred Qualifications
- Experience supporting DoW, DLA, federal civilian, or Public Trust environments.
- AWS Cloud Practitioner, AWS Associate-level certification, ITIL Foundation, PMP, CAPM, Agile, Scrum, or related certification.
- Prior experience acting as a liaison between technical delivery teams and customer program stakeholders.
Salary Range
$100,000 - $150,000 annually. Actual compensation will be determined based on the selected candidate’s experience, education, certifications, skills, and overall qualifications.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources