Application Support Analyst (Tier 2)
Application Support Analyst (Tier 2)
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Bizzell US is hiring two (2) skilled Application Support Analysts (Tier 2) to support the escalation and resolution of complex technical issues related to Government OfftheShelf (GOTS) and custombuilt FOH applications. These analysts will serve as a critical bridge between Tier 1 support application development teams and HHS OCIO ensuring rapid issue resolution and compliance with service level agreements (SLAs).
Key Responsibilities
Tier 2 Support & Troubleshooting
- Manage and resolve tickets escalated from Tier 1 Help Desk related to GOTS and FOHspecific applications.
- Troubleshoot application errors performance issues and access control problems.
- Perform root cause analysis for recurring incidents and provide longterm remediation recommendations.
Coordination & Escalation
- Collaborate with developers systems engineers and cybersecurity personnel to resolve backend or infrastructurerelated issues.
- Engage with the HHS Office of the Chief Information Officer (OCIO) to address configuration authentication and account provisioning challenges.
Service Level Management
- Monitor SLA metrics and ensure all incidents and requests are resolved within target timelines.
- Document all actions and resolutions in the ticketing system and escalate any delays or systemic issues.
Knowledge & Process Documentation
- Contribute to the knowledge base with technical solutions and howto articles for recurring issues.
- Recommend improvements to support processes escalation procedures and enduser training.
Application Monitoring
- Conduct proactive monitoring of application logs and userreported issues to identify early signs of system degradation.
- Support system upgrade deployments and participate in user acceptance testing (UAT).
Required Qualifications
- Bachelors degree in Information Technology Computer Science or related field.
- 3 years of experience in application support preferably in a federal or healthcare environment.
- Proficiency in troubleshooting webbased and enterprise applications.
- Familiarity with incident management platforms (e.g. ServiceNow).
- Strong analytical communication and documentation skills.
Preferred Qualifications
- Experience working with GOTS applications or FOHspecific systems like FedHealth or Maximo.
- Knowledge of Active Directory application authentication protocols and rolebased access control (RBAC).
- ITIL Foundation certification or equivalent service management training.
Work Environment
- Hybrid schedule with availability during FOH core hours (7 AM 6 PM EST).
- Must be responsive to highpriority escalations and participate in shift rotations or afterhours support if needed.
Required Experience:
IC
Employment Type
Full Time
