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

Preferred Skills

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

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 visitwww.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 :

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.