Business Analyst - Application Production Support

In this role, you will focus on resolving complex user issues, maintaining seamless application operations, managing support desk tickets, and providing user training to improve application proficiency. You will also manage key client relationships and maintain awareness of the activities and needs of each DPM branch., * Troubleshoot and resolve complex user issues for desktop and mobile applications as part of the Tier 3 / Production Support team.

• Manage and track support desk tickets.
• Utilize ServiceNow and JIRA to support ticket management and issue tracking.
• Provide user training for both desktop and mobile applications.
• Help users effectively understand and utilize supported applications.
• Maintain and strengthen key client relationships.
• Serve as a primary point of contact for assigned client relationships.
• Stay informed regarding activities and needs across each DPM branch.
• Monitor and report on branch activities and updates.
• Communicate regularly and proactively with users, stakeholders, and team members.
• Apply strong troubleshooting and problem-solving skills to user and application issues.
• Adapt quickly to changing priorities and operational requirements.
• Support high service standards across production support activities.
• Attend on-site meetings in the Washington, DC region approximately once per week.

The successful candidate will bring strong written and verbal communication skills, adaptability, and the ability to troubleshoot and resolve problems efficiently. Regular communication and proactive engagement with users, stakeholders, and team members will be essential to maintaining high service standards., * 3-5 years of effective written communication experience.

• 0-2 years of client communication experience.
• 0-2 years of customer problem-solving experience.
• Strong written and verbal communication abilities.
• Ability to troubleshoot and resolve user issues efficiently.
• Ability to adapt quickly to changing priorities.
• Ability to communicate effectively with users, clients, stakeholders, and technical team members.
• Ability to support both desktop and mobile application users.
• Ability to manage multiple support issues and maintain accurate communication regarding their status.
• Must meet the requirement for a Secret security clearance.
• Must be based in the Washington, DC region and able to attend on-site meetings approximately once per week.

Preferred Qualifications

• Familiarity with ServiceNow.
• Familiarity with JIRA.
• Experience supporting mobile applications.
• Proficiency with Microsoft Office.
• Exposure to support desk processes.
• Experience with client relationship management.
• Experience providing user training through multiple communication channels.

Blue Rose Consulting Group is a mission-driven federal contractor dedicated to delivering innovative solutions that support our clients and the communities they serve. People First. Mission Always. We believe exceptional outcomes start with exceptional people, and we are committed to building teams where talented professionals can grow, contribute, and make a meaningful impact.