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Application Support Specialist
Ref No.: 17-07925
Location: Washington, District of Columbia
Position Type:Direct Placement
Start Date: 08/25/2017
Position: Application Support Specialist
Location: Washington, DC (on site)
Duration: FTE/Direct Hire
Pay: DOE

Primarily responsible for support, operations and maintenance of Enterprise Information Technology systems built-on Microsoft.Net technologies and Windows platform. Manage and handle service desk tickets and find resolutions to service delivery and operational issues. Follow and implement IT Service Management (ITSM) methodology and process while executing IT services delivery. Create and maintain documentation of best practices and tech-tips for implementing service management process. Monitor and maintain data quality between systems. Interact with internal and external users, vendors, services providers for incident management and problem resolution.

Primary Responsibilities:
  • Provide Level 2&3 tech support services to internal and external users of the organization
  • Support and provide administrative and maintenance services to our client's internal Case Management application (AccreditNet®), which is developed using Microsoft .Net and Windows technologies
  • Support configuration and integration of Salesforce application and its add-on functions/modules such as SpringCM, Jitterbit, SteelBrick, DocuSign and other related tools
  • Assess, coordinate and communicate impact of changes between multiple integrated systems (e.g. Microsoft Dynamics,, SharePoint)
  • Troubleshooting technical issues, issue tickets, assign priority, and escalate problems when necessary
  • Guides users in formulating requirements for new/enhanced system functionality
  • Develops solutions by preparing and evaluating alternative workflows
  • Validates upgrades, enhancements and code changes following IT standards for testing/change control management
  • Consults with users to identify current operating procedures and to clarify program objects
  • Develop written documentation: Functional Specifications to address enhancements and correct workflow issues, Testing Documents for unit, integrated and regression testing, Training Manuals and Tip Sheets to assist users in operating applications, Project Plans for moderately complex implementations
  • Interpersonal and communication skills necessary to answer technical questions in non-technical terms and troubleshoot/solve problems for various levels of end users
  • Maintains on-going relationships with vendors. Assists in conducting product evaluations, participates in vendor selection, and fosters vendor partnerships
  • Other duties as assigned.
Experience, knowledge, and skill requirements: Minimum Qualifications:
  • Minimum 3-5+ years of experience of working with users in a service desk environment
  • Hands-on experience with Salesforce administration and integrations
  • Knowledge of software programming, relational database management and report generation techniques
  • Solid experience in application configuration, business process analysis and workflow automation required
  • Hands-on expertise in Microsoft.Net
  • Experience with scripting and scripting languages such as PHP, Python, Perl
  • Experience writing SQL queries and managing SQL databases and servers
  • Experience with Microsoft SQL Server 2008, 2012
  • Experience with Microsoft Windows Server 2008R2 and later versions
  • Working knowledge of SpringCM, SteelBrick, and other SalesForce modules a plus
  • Full understanding of ITSM (ITIL v3) methodology and ability to follow and implement ITSM process, methods and tools
  • Solid experience in application configuration, business process analysis and workflow automation required
  • Prior interaction with service management tool such as BMC Remedy, Sun View, Salesforce Desk or any other tools in ITSM portfolio