Cloud Technical Support Analyst

Credence

. Serve as the primary intersection between customers, program management offices, system integrators, and cloud hosting teams to support collaboration and mission delivery .

Posted 9/15/2026full-timeTysons • Virginia • United StatesMid-LevelSenior💰 $100,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in cloud operations, incident management, and stakeholder communication, with a strong focus on process improvement and operational readiness. Proficient in translating technical concepts for non-technical audiences while maintaining a customer-service mindset.

Highest-signal resume keywords

AWS Cloud Hosting ConceptsServiceNow ExperienceCompTIA Security+ Certification3+ Years Supporting Technical ProgramsStrong Written And Verbal Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Incident ManagementChange ManagementOperational WorkflowsRisk TrackingProgram CoordinationCloud Modernization ActivitiesOnboarding SupportProduction SupportRelease CoordinationAccess Request Workflows

Soft Skills

Customer-Service MindsetAttention To DetailAbility To Manage Competing PrioritiesProfessional PresenceCollaboration Skills

Tools & Technologies

ServiceNowJiraConfluenceSharePointMicrosoft Teams

Certifications & Qualifications

CompTIA Security+ CertificationAWS CertificationAWS Cloud PractitionerITIL FoundationPMPCAPM

Industry Keywords

Cloud OperationsFederal Civilian EnvironmentsPublic Trust EnvironmentsDoWDLA

Tech Stack

Tools & technologies

AWSCloudPMPServiceNow

About the role

Key responsibilities & impact

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
Track commitments through closure and escalate blockers when appropriate
Represent Credence professionally in customer-facing interactions and reinforce a collaborative, service-oriented approach to cloud hosting support

Requirements

What you’ll need

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: Experience supporting DoW, DLA, federal civilian, or Public Trust environments
Preferred: AWS Cloud Practitioner, AWS Associate-level certification, ITIL Foundation, PMP, CAPM, Agile, Scrum, or related certification
Preferred: Prior experience acting as a liaison between technical delivery teams and customer program stakeholders

Benefits

Comp & perks

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