Application Support Analyst

The ITSM / Application Support Analyst is responsible for providing operational and technical support for cloud-based applications, reporting systems, databases, and analytics platforms. This role focuses on incident management, problem resolution, and service delivery to ensure reliable system performance while delivering excellent customer service within a data and analytics ecosystem. Responsibilities:

• Provide Tier 1 and Tier 2 application support services.
• Monitor system health, application availability, and service performance.
• Respond to incidents, service requests, and technical issues promptly.
• Perform root cause analysis and manage problem resolution activities.
• Support change management and release deployment processes.
• Maintain service desk tickets, knowledge articles, and support documentation.
• Track and report on SLA performance metrics.
• Assist in disaster recovery testing and continuity planning.
• Support user account management and access control processes.
• Coordinate with developers, engineers, and cybersecurity teams to resolve issues.
• Support ITIL-aligned service management processes., * Must be able to obtain and maintain a Secret Clearance.
• Support may require coordination with cybersecurity teams and adherence to federal security standards.

Scheduling:

• Work schedule and shift pattern not explicitly stated; may require flexibility to support operational needs and incident response.

• Bachelor’s degree or equivalent experience in Information Technology or related discipline.
• 3+ years of application support or IT service management experience.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
• Knowledge of incident, problem, and change management processes.
• Strong troubleshooting and customer service skills.
• Ability to obtain and maintain a Secret Clearance.

Preferred Skills & Certifications:

• ITIL Foundation Certification.
• Experience supporting cloud-hosted applications.
• Experience with database troubleshooting and analytics platforms.
• Experience supporting DoD or federal environments.