Call Management Support Specialist

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

Minimum 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

Preferred Skills

• Experience working in a help desk or customer service environment supporting IT systems
• Familiarity with ServiceNow or similar ticketing systems (e.g., Remedy, Zendesk)
• Exposure to call center tools such as VoIP systems, automated call routing, or IVR menus
• Basic understanding of ITSM concepts and incident escalation procedures
• Ability to generate and interpret call logs or service desk reports using tools like Excel
• Experience working on a 24/7 shift rotation or in a high-availability environment
• Comfort learning new systems and following established Standard Operating Procedures (SOPs)
• Interest in pursuing certifications such as ITIL Foundation or HDI Support Center Analyst
• Ability to work in a team environment, as well as independently
• Strong customer and vendor relationship skills
• Demonstrated ability to comply with data standards and policies
• Motivation to learn new technologies and methodologies that demonstrate value
• Past experience working with a federal agency
• Department of Defense experience is a plus!
  

About CSCI

CSCI is an award-winning information technology and financial management consulting firm founded on one simple philosophy: “Do what is right, always.” We apply this philosophy across all elements of our growing business, from delivering world-class services for customers to providing an environment where associates thrive both personally and professionally. At CSCI, work and fun aren’t diametrically opposed!

At CSCI, our goal is to hire people with proven track records and retain them with an energizing, diverse company culture. We value each associate’s natural drive to excel, and we provide them with the freedom to do things their way. CSCI seeks the best and brightest in the industry—those who are ready to move their lives and career forward. Join us today and get excited about Mondays again!

Benefits of Working at CSCI

• Competitive salaries
• Generous Paid Time Off (PTO) package
• Paid holidays aligned to the Federal calendar
• Full health benefits including medical, dental, vision, and