Appian Analyst/Tier 2 Support Specialist (ACWS)

Credence•Arlington, VA

9h•Hybrid

About The Position

At Credence, we support our clients’ mission-critical needs, powered by technology. We provide cutting-edge solutions, including AI/ML, secure cloud, digital transformation, and advanced intelligence capabilities, to the largest defense, health, and international development federal organizations. Through partnership and trust, we increase mission success for warfighters and secure our nation for a better future. We are privately held, are repeatedly recognized as a top place to work, and have been on the Inc. 5000 Fastest Growing Private Companies list for the last 12 years. We practice servant leadership and believe that by focusing on the success of our clients, team members, and partners, we all achieve greater success. This position is in the Army Contract Writing System (ACWS) of the Acquisition, Training and Readiness (AT&R) Program Management Office (PMO). Serve as an IT Support Specialist as part of a team of Service Desk professionals supporting ACWS and leadership within the AT&R portfolio. This position involves providing technical application support and end-user assistance across the Army Contracting Enterprise (ACE). Activities include technical assistance, troubleshooting, and coordinating with internal teams or external vendors to maintain accessibility and availability of ACWS for users on the Appian platform.

Requirements

Active DoD Secret Clearance - U.S. Citizenship Required.
Bachelor’s degree or higher with a curriculum or major field of study that provides substantial knowledge useful in system development and is closely related to the work detailed above and/or in computer science, information systems, engineering or mathematics–intensive discipline, or an applicable training certificate from an accredited training institution.
5+ years of experience with contract writing system enterprise implementations.
Knowledge of Appian platform application development, operations, maintenance, and interfacing systems, Appian experience and/or training required.
Advanced understanding of the Army Contracting Enterprise user community.
Ability to communicate effectively with technical, operational, and management audiences with broad and varied backgrounds.
Proficiency in troubleshooting technical issues, including configuration, integration, and performance problems.
Experience writing and executing SQL queries to troubleshoot application issues and validate data.
Experience with documentation development (SOPs, training aids, desk guides, etc.)
Understanding of Appian Cloud configuration and support processes.
Working knowledge of Appian architecture and its impact on application performance (including concepts like in-memory KDB engines).
Familiarity with ITIL framework, IT service management processes, and incident management practices.
Understanding of DoD 8500 series, DoD Risk Management Framework (RMF), JF-HQ DoDIN and USCYBERCOM orders, and DISA guides (SRGs, STIGs)
Security Plus or ITIL certification required

Responsibilities

Serve as a primary point of escalation for Tier 1/2 service desk, performing advanced troubleshooting and analysis on complex user-reported issues within the Appian environment.
Triage and diagnose inbound service requests, accurately differentiating between user training gaps, system configuration issues, and complex technical defects requiring escalation to Tier 3.
Independently resolve intermediate-level Appian application and data-related issues, leveraging a deep understanding of the platform's functionality to provide timely solutions without developer intervention.
Act as a primary liaison to Tier 3, translating complex user issues into concise technical summaries – supported by diagnostic information – to ensure efficient handoff to Tier 3.
Analyze support trends and ticket data to identify recurring problems, and proactively recommend system enhancements or user training to reduce future ticket volume.
Provide technical support to the Army Contracting Enterprise (ACE) through Army Enterprise Service Desk cases, ensuring timely resolution and documentation of issues.
Provide on-call resolution for mission critical issues and document solutions within the case management system (Army Enterprise Service Management Platform (AESMP)– an Army centric instance of ServiceNow).
Coordinate with the ACE user community, which includes onboarding new users into applications, setting up user accounts, providing instruction, troubleshooting login issues, escalating connection problems, and managing the user service desk requests.
Coordinate with the ACWS program’s internal teams, such as database administrators, DevOps leads, and quality assurance throughout the project lifecycle.
Assist in development/maintenance of user-facing resources, including training materials, knowledge base articles, to support user adoption and reduce ticket volume.
Participate in customer scrum events to provide progress status from the development team and pass on feedback/requests to the appropriate team member.
Manage, document, and participate in user events, including training, testing/evaluation sessions, user acceptance testing, and product review sessions.