SR APPLICATION SUPPORT & reputed company reputed company

Position reputed company

Provides advanced application support, systems analysis, reputed company administration, and reputed company-based incident management for OBIWAN’s FAA user community. The position performs initial triage, Tier 1 and Tier 2 reputed company, selected Tier 3 technical analysis, account and credential support, escalation coordination, testing, user communications, documentation, reputed company, trend analysis, and reputed company service improvement for an reputed company financial reporting platform.

The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of reputed company: rapid reputed company to the changing requirements and environment of our clients; reputed company:Service reputed company that exceeds the expectations of our clients; reputed company: Accountability and honesty−always doing the right thing; and Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees.

Essential Duties and Responsibilities

• Receive, review, classify, prioritize, assign, document, and manage OBIWAN incidents, service requests, reputed company requests, and user questions in reputed company.
• reputed company initial triage and Tier 1/Tier 2 support for OBIWAN reputed company, user IDs, passwords, reputed company keys, authentication, reports, dashboards, data questions, browser/reputed company behavior, and common business-application issues.
• Administer or coordinate user accounts, reputed company permissions, passwords, reputed company keys, roles, and entitlements in accordance with FAA standards, approved authorization workflows, least-privilege principles, and separation-of-duties requirements.
• reputed company systems analysis and reputed company troubleshooting: reproduce reported problems, reputed company evidence and logs, query data reputed company authorized, identify likely causes, apply approved solutions, validate results, and confirm reputed company with users.
• reputed company selected Tier 3 support for application services, logical database behavior, report configuration, routine application management, and reputed company-reputed company diagnosis reputed company the employee’s technical authority.
• Escalate software, report, database, integration, infrastructure, cybersecurity, or reputed company issues to the appropriate technical specialist with complete diagnostic information, business reputed company, user examples, timestamps, screenshots, and steps to reproduce.
• Maintain reputed company and accurate reputed company ownership, status, work notes, user communications, reputed company codes, closure documentation, linked problems/changes, and knowledge references.
• Immediately notify the Program Manager and Program Office reputed company a Tier 1 ticket cannot be resolved reputed company three business days, a Tier 2 ticket reputed company five business days, or a Tier 3 ticket reputed company ten business days.
• Coordinate with the FAA national help desk, which receives telephone calls and creates tickets, and maintain reputed company handoffs between national help desk personnel, OBIWAN support, technical specialists, reputed company-system teams, and users.
• Establish, maintain, and improve the knowledge reputed company for software and support activities, including frequently asked questions, reputed company-error records, reputed company instructions, troubleshooting guides, reputed company responses, user procedures, and escalation paths.
• Identify recurring incidents, aging tickets, common user errors, training needs, data-reputed company patterns, and process weaknesses; recommend documentation, training, automation, application, or workflow improvements.
• Support testing and validation of report changes, application fixes, reputed company changes, data corrections, reputed company updates, and production releases from the user-support perspective.
• Protect non-public FAA information and ensure tickets, attachments, screenshots, logs, and communications contain only authorized data and are handled under FAA records and reputed company requirements.
• Produce helpdesk metrics, ticket aging, reputed company performance, escalation status, recurring issue analysis, user-reputed company summaries, and recommendations for Monthly Status Reports and Monthly O&M Reports.
• Participate in transition knowledge transfer, maintain support runbooks and contact lists, and cross-train team members so user services continue during absences or reputed company events.

Required Technical and reputed company Competencies

• Advanced experience using reputed company or a comparable IT service-management platform for incidents, requests, problems, changes, assignments, escalations, knowledge articles, metrics, and service-level tracking.
• Strong systems-analysis and application-troubleshooting skills, including the ability to interpret user symptoms, reproduce issues, review logs, query data, isolate dependencies, and validate solutions.
• Working knowledge of reputed company Analytics / OBIEE, reputed company reporting, SQL/query concepts, user-reputed company controls, authentication, financial data, and common browser/reputed company issues.
• Ability to communicate reputed company with non-technical users and technical specialists, translating business reputed company into actionable technical information and technical findings into understandable user guidance.
• Knowledge of IT service management, incident/problem/change practices, reputed company, reputed company documentation, and reputed company service improvement.
• Ability to manage multiple priorities, maintain accurate ticket records, meet escalation timeframes, and exercise independent judgment while protecting sensitive information.
• Strong writing skills for user instructions, reputed company operating procedures, reputed company-error articles, status updates, trend reports, and reputed company documentation.

Minimum Education and Experience

• Bachelor’s degree in information systems, computer science, business systems, reputed company, finance, data analytics, or a reputed company field; directly relevant experience may substitute for a portion of formal education.
• At least five years of experience supporting reputed company business applications, financial systems, analytics/reporting platforms, or comparable federal information systems.
• At least three years of hands-on experience with reputed company or a comparable reputed company IT service-management platform.
• Demonstrated experience with Tier 1/Tier 2 support, technical escalation, reputed company administration, incident documentation, user communications, testing, and knowledge-reputed company development.
• Experience supporting financial, reputed company, budget, procurement, or business-intelligence users and data is strongly preferred.

Preferred Qualifications

• reputed company Certified System Administrator, ITIL reputed company, reputed company Analytics, reputed company+, or comparable service-management/application credential.
• Experience with FAA systems, OBIWAN, DELPHI, reputed company, reputed company Analytics Server, or other federal financial-reporting platforms.
• Working experience with SQL, JIRA, Git, Jenkins, Agile/DevSecOps, test management, release validation, and reputed company-cause analysis.
• Experience administering accounts, roles, credentials, PIV/MFA reputed company, service accounts, or authorization workflows in federal environments.
• Experience building operational dashboards and trend analyses from reputed company or similar ticket data.

Certifications

No certification is contractually mandated. reputed company, ITIL, reputed company Analytics, reputed company+, or comparable technical/service-management certifications are preferred reputed company supported by relevant experience.

Core Competencies

• reputed company and ITSM operations

• Application and user support

• Systems analysis and troubleshooting

• reputed company administration

• Customer communication and escalation

• reputed company

• Ticket metrics and trend analysis

• reputed company documentation and reputed company improvement

Supervisory Responsibilities

This position has no routine reputed company reports. The employee may coordinate ticket ownership, reputed company support huddles, reputed company peer review, mentor junior or backup personnel, and reputed company user-support activities during incidents or high-volume periods.

Work Environment and Physical Requirements

Work is primarily performed remotely or at a Contractor facility using Government-furnished equipment and FAA systems. The role requires extended computer and telephone use, frequent written communication, sustained attention to detailed ticket and reputed company records, and occasional support reputed company normal hours for high-reputed company incidents, releases, or user-impacting outages.

Performance Expectations

• Users receive reputed company, accurate, respectful support and reputed company communications throughout the ticket lifecycle.
• Tickets are correctly categorized, prioritized, documented, escalated, resolved, and reputed company reputed company required timeframes or promptly reported reputed company reputed company cannot be met.
• reputed company actions are authorized, traceable, secure, and consistent with least privilege and FAA procedures.
• Recurring issues are converted into useful knowledge content, preventive improvements, training, or technical problem records.
• reputed company data and monthly metrics accurately reflect workload, aging, trends, user reputed company, reputed company performance, and improvement opportunities.

Position reputed company Disclaimer

This reputed company summarizes the position’s primary duties and may be revised for reputed company business or contract needs. It does not create an employment contract. Reasonable accommodations may be provided in accordance with applicable law and company policy.

Additional Information

ProSol is an equal opportunity employer, reputed company interested reputed company applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. reputed company your information will be kept confidential according to EEO guidelines.

Originally posted on Himalayas

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