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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 3 support for applications on the Appian platform, including troubleshooting, documentation, and collaboration with technical teams. Possesses strong customer service skills and the ability to manage technical issues effectively while adhering to security protocols.
Highest-signal resume keywords
Appian Platform SupportTechnical Support ExperienceCompTIA Security+ CertificationIT Service Management Ticketing SystemsClear Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingApplication SupportIssue DocumentationWorkflow Issue ResolutionApplication Integration Troubleshooting
Soft Skills
Customer Service SkillsActive ListeningEmpathyComposure Under PressureCollaboration
Tools & Technologies
BMC HelixServiceNowTicketing System
Certifications & Qualifications
CompTIA Security+Appian Developer CertificationOperational Environment Certification
Industry Keywords
Government ApplicationsDoD EnvironmentITIL PracticesSecurity ClearanceBackground Investigation
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide Tier 3 support for government applications and their supporting Appian environment
- Investigate and troubleshoot escalated application, data, access, and workflow issues
- Support and maintain applications built on the Appian platform
- Review application logs, error messages, system behavior, and related information to identify issue causes
- Perform approved troubleshooting and maintenance activities using elevated system access
- Coordinate with developers, infrastructure teams, security teams, and other stakeholders to resolve and escalate issues
- Communicate with users to understand concerns, provide status updates, and confirm resolution
- Prioritize daily workload and manage assigned tickets according to established support procedures
- Document issue details, troubleshooting steps, findings, and resolutions in the ticketing system
- Assist with testing and validating application fixes, updates, and releases
- Develop and maintain troubleshooting guides, support procedures, and knowledge base articles
- Identify recurring issues and recommend support process improvements
- Follow security and access control procedures when accessing systems and handling sensitive information
- Depending on experience, lead complex investigations, coordinate troubleshooting across technical teams, provide technical guidance, mentor support staff, and communicate issue impact and resolution details to leadership
Requirements
What you’ll need- Experience providing technical support, application support, or help desk support
- Experience developing, supporting, or troubleshooting applications on the Appian platform, with depth of experience appropriate to the position level
- Experience using an IT service management ticketing system, such as BMC Helix or ServiceNow, and following established ticket management procedures
- Ability to troubleshoot technical issues and clearly document findings and resolutions
- Strong customer service skills, including active listening, empathy, and the ability to remain composed under pressure
- Clear written and verbal communication skills and the ability to collaborate with users and technical teams
- CompTIA Security+ certification
- Appian Developer certification
- Applicable operational environment certification or certifications
- U.S. citizenship
- Active Secret security clearance
- Satisfy applicable background investigation and system access requirements
- Preferred: Experience supporting government or DoD applications or working in a DoD environment
- Preferred: Experience troubleshooting application integrations, data issues, and complex workflows
- Preferred: Foundational programming knowledge gained through coursework or practical experience
- Preferred: Experience supporting application releases, incident management, or support process improvements
- Preferred: Experience mentoring or assisting less experienced technical support staff
- Preferred: Familiarity with ITIL practices or experience working in an ITIL environment
Benefits
Comp & perks- Medical insurance through Cigna
- Dental insurance through Principal
- Vision insurance through Principal
- 401(k)
- Paid time off (PTO)
- Education reimbursement
- Certification reimbursement