Senior Application Support Specialist
About The Position
This role involves providing Tier III / advanced support as a subject matter expert (SME) for application support activities. The specialist will lead troubleshooting and resolution of critical incidents and outages, perform deep-dive root cause analysis, and implement long-term fixes. Responsibilities include developing and maintaining documentation, supporting and mentoring junior team members, engaging with stakeholders, identifying process improvements and automation opportunities, ensuring adherence to service management processes, and evaluating modern tools and technologies to enhance support capabilities.
Requirements
- Eight (8) years of relevant application support experience.
- Bachelor’s degree (BA/BS) in Information Technology, Computer Science, or related field; experience may be used in lieu of degree.
- Master’s degree may substitute for additional years of experience.
- Ability to work independently with minimal supervision in complex environments.
- Strong analytical and advanced troubleshooting/problem-solving skills.
- Excellent written, verbal, and interpersonal communication skills.
- Proven ability to learn new technologies and adapt quickly.
- Strong customer service orientation with leadership capability.
- US Citizens and Green Card holders only.
- Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse.
- Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.
Nice To Haves
- Experience leading support teams or acting as escalation lead.
- Exposure to automation tools and scripting for operational efficiency.
- Experience in federal or highly regulated environments.
Responsibilities
- Provide Tier III / advanced support.
- Serve as a subject matter expert (SME) for application support activities, leading troubleshooting and resolution of critical incidents and outages.
- Perform deep-dive root cause analysis and implement long-term fixes for recurring issues.
- Develop and maintain documentation, including operations manuals, runbooks, and knowledge base articles.
- Support and mentor junior and mid-level team members, providing technical guidance and knowledge transfer.
- Engage with stakeholders and users to communicate status, impacts, and resolutions effectively.
- Identify process improvements, automation opportunities, and best practices for application support.
- Ensure adherence to service management processes (incident, problem, change management).
- Continuously evaluate and adopt modern tools, monitoring solutions, and emerging technologies to enhance support capabilities.
Benefits
- Medical, Rx, Dental & Vision Insurance
- Personal and Family Sick Time & Company Paid Holidays
- Parental Leave
- 401(k) Retirement Plan
- Group Term Life and Travel Assistance
- Voluntary Life and AD&D Insurance
- Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
- Transit and Parking Commuter Benefits
- Short-Term & Long-Term Disability
- Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
- Employee Referral Program
- Corporate Sponsored Events & Community Outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
