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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and supporting enterprise low-code platforms, particularly within the Appian environment, while ensuring compliance with ITSM frameworks and security standards. Proficient in SQL for data analysis and capable of managing end-user support and ticketing systems effectively.
Highest-signal resume keywords
Appian Platform SupportSQL Query ExecutionITIL Framework KnowledgeCompTIA Security+ CE CertificationActive DoD Secret Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQL Query ExecutionRoot-Cause AnalysisTroubleshooting Low-Code PlatformsData ValidationAgile/Scrum MethodologiesAppian Architecture KnowledgeTicket Management in ServiceNowUser Training SupportPerformance ValidationWorkflow Automation
Soft Skills
Analytical ThinkingCommunication SkillsProblem-SolvingCollaboration
Tools & Technologies
ServiceNowAESMPJiraConfluence
Certifications & Qualifications
CompTIA Security+ CEITIL 4 FoundationAppian Certified Associate DeveloperAppian Certified Analyst
Industry Keywords
DoD Compliance StandardsNIST SP 800-37DISA STIGForeign Military Sales (FMS)Contract Writing Systems (CWS)
Tech Stack
Tools & technologiesCloudITSMServiceNowSOAPSQL
About the role
Key responsibilities & impact- Serve as the primary Tier 2 escalation point, diagnosing complex incidents across the Appian platform
- Perform root-cause analysis to distinguish user training gaps, platform configuration errors, and backend software defects
- Execute SQL queries to inspect backend data structures, validate data integrity, and isolate transactional anomalies
- Package diagnostic data, system logs, and reproducible steps for Tier 3 engineering and DevOps handoffs
- Manage end-user lifecycle support, including account provisioning, role-based access control, and authentication troubleshooting
- Log, track, and manage tickets in AESMP/ServiceNow according to defined SLAs
- Provide scheduled on-call support for mission-critical and severity-1 incidents
- Analyze recurring ticket trends and recommend system optimizations, workflow automation, or targeted training
- Author and update SOPs, KB articles, user manuals, and desk reference guides
- Partner with QA and DBAs to test bug fixes and validate performance
- Participate in Agile/Scrum ceremonies and relay user feedback and defect reports to development squads
- Support UAT, deployment dry-runs, and enterprise user training sessions
Requirements
What you’ll need- Bachelor’s degree in Computer Science, Information Systems, Engineering, Mathematics, or related technical discipline (or equivalent accredited technical training / 4+ years additional direct experience in lieu of degree)
- 4+ years of progressive IT service desk or application support experience
- Hands-on experience troubleshooting enterprise low-code platforms (Appian Cloud environment preferred)
- Proficiency in writing and executing SQL queries for data validation and issue analysis
- Working knowledge of ITSM frameworks (ITIL) and enterprise ticketing systems (AESMP / ServiceNow)
- CompTIA Security+ CE (or active DoD 8140/8570.01-M IAT Level II baseline certification) OR ITIL 4 Foundation certification (as specified by task order requirements)
- Familiarity with DoD 8500-series directives, NIST SP 800-37 / RMF concepts, and DISA STIG compliance standards
- Active DoD Secret Clearance (U.S. Citizenship mandatory)
- 2+ years supporting enterprise implementations of Contract Writing Systems (CWS) or defense financial/case management systems
- Direct operational knowledge of the Army Foreign Military Sales (FMS) enterprise
- Working knowledge of Appian architecture, including in-memory engines (KDB), custom plug-ins, and REST/SOAP API integrations
- Experience with Agile/Scrum delivery tools (e.g., Jira, Confluence)
- Appian Certified Associate Developer or Appian Certified Analyst credential
Benefits
Comp & perks- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources