Senior Application Support Specialist

• Provide operational support for a cloud-hosted enterprise digital services platform used by multiple stakeholder communities
• Assist users with application access, system functionality questions, and general platform support needs
• Troubleshoot application related issues and coordinate with engineering or infrastructure teams to resolve technical problems
• Develop and maintain user guides, training materials, and support documentation
• Support delivery of stakeholder training sessions and informational resources related to platform capabilities
• Track and document support requests, issues, and resolutions to support continuous improvement of platform operations
• Collaborate with product owners, engineers, and program leadership to identify recurring issues or opportunities to improve system usability
• Participate in Agile delivery activities and coordinate with cross functional teams to support platform operations

• Bachelor’s degree in Information Technology, Information Systems, Business Administration, Computer Science, or a related field
• Six or more years of experience supporting enterprise applications or digital platforms
• Experience assisting users with application support, troubleshooting, or technical guidance
• Experience documenting issues and coordinating with technical teams to resolve system problems
• Experience developing user documentation, guides, or training materials
• Strong communication and organizational skills with the ability to support diverse user communities
• Experience supporting enterprise or web-based digital platforms

Preferred Qualifications

• Experience supporting cloud-hosted applications or enterprise digital platforms
• Experience supporting user training sessions or stakeholder engagement activities
• Familiarity with help desk systems or issue tracking platforms
• Experience supporting enterprise platforms with distributed user communities
• Experience supporting federal or large enterprise programs
• Relevant technical support or customer service certifications are a plus

Other Requirements

• Ability to successfully complete a pre-employment and government background investigation to include FBI fingerprints.
• This position requires access to U.S. Government facilities and systems. U.S. Citizenship, a valid driver’s license, transportation, and auto insurance are required., To perform the job successfully, an individual should demonstrate the following competencies:
• Ability to work both independently and as part of a team.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
• Project Management - Develops project plans; Coordinates projects. Communicates changes and progress. Completes projects on time and on budget. Manages project team activities.

Compensation is based on geographic location and experience. Wages are available upon request.

Zeiders is an industry leader in military and family support. Our company’s reputation is based on providing top quality service with exceptional, dedicated employees. This approach has earned client confidence and repeat business from satisfied customers. Located in Woodbridge, VA, Zeiders’ employees support clients worldwide in behavioral health, military family resiliency, work-life education programs, and related services. We seek individuals with strong passion for what we do and our commitment to quality service.