Application Support Analyst – Enterprise Applications
About The Position
Concept Solutions, LLC (CS) is seeking an Application Support Analyst to support a mission-critical application modernization program for a Department of War (DoW) customer. This program focuses on streamlining access across a portfolio of production applications by creating a unified sign-on experience, a common user interface, and a repeatable approach for integrating applications into a shared platform—all while maintaining uninterrupted support for existing systems. In this role, you will provide Tier 2 application support, troubleshoot issues, coordinate resolution efforts, and help ensure a reliable user experience across enterprise applications serving approximately 180,000 users monthly.
Requirements
- Minimum of 2 years of experience providing application support, troubleshooting, or issue triage for enterprise web applications.
- Experience using Jira and ServiceNow for incident tracking, documentation, and issue management.
- Strong written communication skills, including the ability to document technical issues clearly and develop user-friendly support information.
- U.S. citizenship required. Must be eligible to obtain and maintain a security clearance.
Nice To Haves
- Experience supporting public-facing applications.
- Active Secret security clearance.
Responsibilities
- Receive and manage Tier 2 escalations across three enterprise applications supporting approximately 180,000 users per month.
- Troubleshoot reported issues by reproducing, classifying, documenting, and assigning incidents for resolution.
- Maintain accurate issue registers and track escalations through established support processes.
- Develop and maintain known-issue documentation and user-facing workarounds.
- Identify recurring application issues and prepare monthly reports highlighting trends and support activity.
- Collaborate with technical teams to facilitate timely issue resolution and maintain application reliability.
Benefits
- health insurance
- dental insurance
- vision insurance
- life insurance
- 401(k) plan with matching and immediate vesting
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
