IT Support Analyst

About the role

ALTEN Technology delivers advanced systems for aerospace, medical devices, and autonomous vehicles. Application environments remain stable and secure because of IT support. This role resolves complex technical issues through structured IT processes.

Analysts turn data into clear answers. They pull numbers, clean data, build dashboards, and explain what changed and why. The work supports decisions across sales, product, marketing, and operations. Strong analysts pair technical skill with business curiosity. Analysts are the bridge between data and decisions. Most analysts own recurring reports and are expected to improve them over time.

Key facts

What you'll do

Business applications achieve timely incident resolution through dedicated handling of Tier 2 and Tier 3 support. ServiceNow operates as the platform to log, track, and resolve incidents and service requests efficiently. Incident, Problem, Change, and Request Management adhere to ITIL processes to standardize responses and maintain workflow consistency. Complex application issues are investigated, and coordination with technical teams drives issues toward timely resolution for business users. System health is monitored to identify patterns that indicate recurring problems and guide continuous improvements across support activities. Documentation and knowledge articles are created and updated to record support procedures and solutions for future use by the support team. Business users receive high-quality support while adherence to service level and key performance targets is maintained to meet organizational objectives.

Requirements

Bring 3 or more years of IT support or application support experience to align with demanding project schedules and client expectations. Demonstrate strong understanding of ITIL, ITSM, and ServiceNow platform operations to manage structured workflows and ticket lifecycles. U.S. citizenship or equivalent status is preferred for roles tied to export-controlled projects and federal programs. Onsite presence may be required depending on client needs and specific engagement requirements.

Practical notes

Roles in this field often involve federal compliance requirements and controlled environments for sensitive systems. Common tools include IT service management platforms, monitoring systems, and documentation repositories to support operations. Clear communication and documentation are central to supporting distributed engineering teams and ensuring knowledge continuity. for the most current requirements and procedures.

Typical interview steps

Analyst interviews often include a SQL or spreadsheet exercise, a case question, and behavioral rounds. Candidates may be asked to analyze a dataset, define a metric, or estimate an outcome. Presenting findings clearly is tested as often as the analysis itself. Interviewers often test speed and clarity with a timed exercise. Explaining what the numbers mean, not just what they are, is the differentiator.

Good to know

Roles in this field often involve federal compliance requirements and controlled environments for sensitive systems. Common tools include IT service management platforms, monitoring systems, and documentation repositories to support operations. Clear communication and documentation are central to supporting distributed engineering teams and ensuring knowledge continuity. General understanding of IT processes helps teams maintain stable application environments. Standard practices for incident and problem management guide efficient resolution and continuous improvement in technology services.

Questions to ask

Useful questions for the interview: what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Analyst careers can grow into senior analyst, analytics manager, or data science roles. Some analysts move into product or business operations. Deeper technical skills or broader business ownership are the two main paths. Analyst roles are a common on-ramp into product, marketing, or operations leadership. Building deep domain knowledge alongside analytics is the fastest path.