Help Desk Analyst, Appian Platform (The candidate should reside in Washington DC metro area)

Akima, LLC • North Bethesda, MD

4h • $30 • Remote

About The Position

Akima Data Management (ADM), an Akima, LLC company, provides turnkey solutions for better systems, tools, and methods to achieve goals, reduce costs, and streamline operations. ADM's personnel are proficient in best practices across Enterprise IT, Mission Support Services, and Specialized Technologies, covering requirements analysis, design, implementation, operations, and training. The Help Desk Analyst, Low-Code/No-Code Platforms is responsible for delivering technical support and assistance to end-users across various low-code/no-code platforms, with a primary emphasis on Appian. This role involves troubleshooting and resolving issues related to application functionality, user access, integrations, and data. The ideal candidate should possess a strong understanding of low-code/no-code principles, excellent problem-solving skills, and a dedication to assisting users.

Requirements

• Bachelor's or higher degree and 5 years of experience.
• Minimum of 1-2 years of experience in a help desk, technical support, or similar role.
• Proven experience supporting and troubleshooting issues on at least one major low-code/no-code platform (e.g., Appian, Salesforce, Microsoft Power Apps, ServiceNow).
• Strong analytical and problem-solving skills with the ability to think logically and systematically.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Customer-centric mindset with a passion for providing exceptional user support.
• Proficiency in using help desk ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk).
• Ability to work independently and as part of a team in a fast-paced environment.
• Must be a US citizen and/or green card holder and be able to obtain public trust clearance.

Nice To Haves

• Specific experience/prior knowledge with Appian is highly desirable.
• Basic understanding of databases, APIs, and system integrations is a plus.
• FDA experience highly desired.

Responsibilities

• Provide first-line technical support to end-users via phone, email, and a ticketing system.
• Address and resolve issues related to Appian applications, including data entry errors, workflow issues, and application performance.
• Diagnose, troubleshoot, and resolve technical issues in a timely and efficient manner.
• Escalate complex issues to appropriate internal teams (e.g., developers, administrators) when necessary and follow up to ensure resolution.
• Create and maintain comprehensive documentation, including FAQs, knowledge base articles, and user guides, to empower users to self-serve.
• Assist with routine maintenance tasks, such as user access management, license allocation, and monitoring system health.
• Work closely with the development and administration teams to identify recurring issues, provide user feedback, and contribute to continuous improvement of the platforms.
• Track and report on key support metrics, such as ticket volume, resolution time, and common issues, to identify trends and areas for improvement.

Benefits

• Comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees