Application Support Analyst, AOS Application Services

ICF

. Triage, resolve, and document user incidents, service requests, and operational questions across assigned AOS applications and platforms .

Posted 10/9/2026full-timeReston • Virginia • United StatesJuniorMid-Level💰 $73,770 - $125,408 per yearWebsite

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Triage, resolve, and document user incidents, service requests, and operational questions across assigned AOS applications and platforms
Provide customer communication, track service-level commitments, monitor aging items, and escalate issues when additional input is required
Provision users, maintain approved roles and access, support periodic access reviews, and preserve appropriate control evidence
Execute routine configuration updates, operational checks, data validations, and workflow troubleshooting
Support user acceptance testing, regression testing, production validation, and release verification
Escalate defects with complete diagnostic information, including business impact, replication steps, screenshots or examples, affected users, and configuration details
Create and maintain SOPs, job aids, FAQs, knowledge articles, and release communications
Deliver onboarding support, training materials, office hours, and targeted user guidance
Identify recurring incidents, knowledge gaps, access issues, process breakdowns, and improvement opportunities
Collaborate with Product Management, Reporting & Analytics, business process owners, IT, vendors, and end users to improve adoption, reliability, and user satisfaction

Requirements

What you’ll need

Bachelor’s degree in information systems, business administration, operations, supply chain, finance, or a related field; additional years of relevant experience may be considered in lieu of a degree
2+ years of experience in application support, business systems administration, service desk operations, procurement operations, supplier enablement, workflow administration, or a related operational support role
Experience using ticketing, service management, issue tracking, or workflow tools
Experience supporting end users, troubleshooting functional issues, documenting processes, and coordinating with technical teams, vendors, or business stakeholders
Strong attention to detail and organizational discipline
Strong written communication skills
Ability to manage multiple priorities in a service-oriented environment
Preferred: Experience supporting procurement, supplier management, contract management, travel, facilities, safety, risk, compliance, service management, or enterprise workflow platforms
Preferred: Experience with user provisioning, role-based access, audit evidence, controls, and operational compliance activities
Preferred: Experience supporting UAT, regression testing, release readiness, production validation, or vendor defect verification
Preferred: Experience creating SOPs, job aids, FAQs, knowledge articles, training materials, or user communications
Preferred: Familiarity with Azure DevOps, Modern Requirements, Power BI, service catalogs, report catalogs, or ITIL-aligned service management practices
Ability to communicate clearly with users, business partners, technical teams, and vendors
Strong analytical and troubleshooting skills
Ability to work within defined intake, escalation, access, testing, and change management procedures
Ability to work independently while staying aligned to team priorities, service commitments, and the broader AOS operating model

Benefits

Comp & perks

Equal opportunity employer
Reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs
Accommodation support for disability or religious purposes
Benefit offerings referenced through the Transparency in Benefits Coverage Act