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 life insurance 
• 401(k) retirement plan
• Team building events
• Professional development support 

 

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Legal

CSCI complies with all applicable Federal, state, and local employment regulations. Please reach out to HR@csciconsulting.com with any questions. 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. CSCI provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

If you require an accommodation, please contact CSCI Human Resources for further assistance. For questions regarding the qualifications listed above, please contact the CSCI Recruiting Team.

E-Verify

CSCI participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information, please visit www.dhs.gov/E-Verify. 

California Consumer Privacy Act (CCPA) Notice

As part of the application and recruitment process, CSCI Consulting, Inc. may collect personal information as described under the California Consumer Privacy Act (CCPA). 

This information is collected solely for employment-related purposes, including evaluating your qualifications, processing your application, and complying with legal obligations. 

By applying to this position, you acknowledge that you have read and understand the following notice regarding the collection of your personal information as a job applicant: 

• Categories of Information Collected: Personal identifiers, employment history, educational information, and any other information provided in your application or as part of the interview process.
• Purposes for Collecting Information: To review your application, assess your qualifications, and manage the hiring process.
• Retention and Security: Information collected will be retained indefinitely and will be securely stored and handled in accordance with CCPA guidelines and CSCI Consulting, Inc. policies.
• Rights of Applicants: Under CCPA, California residents have the right to request information about the personal data we collect, delete it, and request restrictions on certain uses. However, some information may be retained as required by law. 

For further information, or to exercise your rights under the CCPA, please contact CSCI’s HR team. 

Disclaimer

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.