Tier 2 Application Support Analyst

GDIT is currently seeking a candidate to provide application support / Tier 2 support services for the JPPS for the ASO of the Administrative Office of the United States Courts.

This position will support four key areas for the system and for the organization –

• User Support and Help Desk Tier 1/Tier 2/Tier 3
• Testing
• Training
• Training Support

Duties and Responsibilities:

The candidate will be expected to provide dedicated application support services as outlined below:

• Provide Tier 1 customer support for JPPS, including user security administration (setup, removal, and modification of user accounts), Court administration (implementing new courts, managing existing court settings) and system administration (accessing and exporting logs and other data)
• Provide Tier 2 customer support to research and resolve items escalated from Tier 1, correct inaccurate data issues, and provide guidance to Tier 1 staff.
• Provide liaison with the Tier 3 Support Team and system development teams as required to record and resolve software defects.
• Communicate and document progress of an issue in a ticket tracking system (AO uses ServiceNow).
• Provide liaison with members of the implementation team, select ASO/Business Office representatives, the System Development Support Office (SDSO) Training Team, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams.
• Apply updates to a Help Desk Knowledge Base.
• Support the JPPS implementation team and OMB with roll out of the application.
• Support test event planning.
• Support test scenario development.
• Support test environment design.
• Support test data development.
• Support test script development.
• Prepare after action reviews.
• Provide recommendations for identified defects/problem areas.
• Develop and provide training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.
• Review help desk trends to recommend additional training.
• Assist in review of training materials created by the SDSO Training Division.
• Monitor and respond to tickets.
• Other duties as assigned.

Desired Qualifications, Experience, and Competencies:

• Five (5) plus years of help desk/user support experience with a major federal IT system.
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).  
• Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
• Excellent written and verbal skills.
• Ability to work independently and without adequate guidance.
• Ability to analyze complex data and present findings in a clear and easily understood manner.
• Ability to present recommendations for consideration and influence as needed.
• Travel: As required to meet the requirements of the projects.
• U.S. Citizen or Green Card required.

Specialized Experience:

• Working knowledge of help desk tracking tools, preferably ServiceNow.
• Working knowledge of IT tracking tools, preferably Jira.

Education and Certification Requirements:

Bachelor’s Degree in a relevant field and 10+ years of experience.