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Appian Platform Support Analyst

3 months ago

Germantown, United States IntePros Federal Full time
The Opportunity:

IntePros Federal is seeking an Appian Platform Support Analyst in support of our federal government customer. The Appian Analyst will be a service-driven, technology-oriented professional committed to providing superior customer support and expertise across the enterprise as a representative of the Office of the Chief Information Officer. You will work directly with customers to resolve issues, document change requests, and escalate to Tier 2/3 Engineers supporting low/no-code solutions (Appian, Power, Salesforce). You must be able to work independently as an essential part of a larger team, improve skills and remain aware of new developments, and facilitate collaborative relationships with other teams to the benefit of the customer.

Clearance:
  • Required: Eligible to obtain a Public Trust including a background investigation, credit report and drug test.
Locations:
  • Remote with ability to be present on-site in Washington, DC, or Germantown, MD
Responsibilities:
  • Learn the functionality of each of the applications on the platforms to guide users through various features and functionality.
  • Respond to incoming requests for assistance through a service queue, phone, email, or chat.
  • Monitor the Tier 1 help inbox and respond to user issues as they are reported.
  • Troubleshoot and escalate integration issues to determine where the issue is.
  • Communicate with Development teams to report issues and escalate to Tier 2/3 if needed
  • Administer user access issues in production and adjust user roles if issues are reported.
  • Communicate directly with users to gather more information on an issue and troubleshoot live with them.
  • Provide guidance to users on where to find specific features in the platform.
  • Application monitoring and error investigation/escalation.
  • Track all work in an approved ITSM system.
  • Communicate actively, compassionately, and effectively with a variety of customers and coworkers.
  • Work effectively in a high-volume, fast-changing work environment while working on multiple time-critical activities.
  • Maintain current knowledge of industry trends and developments and contribute to planning for and testing of the latest technologies for customer needs.
Qualifications:
  • 3-5 years professional experience working in customer-facing IT Services environment.
  • 1+ year experience providing technical administrative support to applications built on the Appian platform.
  • Demonstrated experience and ability to navigate the Appian Administration Console: System, Authentication, DevOps, Integration, Monitoring, and Import/Export.
  • Demonstrated experience and ability to navigate MyAppian pages: Home, Support, Health, and Adoption.
  • Strong problem solving, technical troubleshooting, and decision-making skills.
  • Excellent communication, consultation, and collaborative abilities.
  • Ability to adapt quickly and pick up new techniques when needed.
  • Strong work ethic and ability to work on their own or with a remote team.
  • Ability to properly prioritize multiple tasks and work with tight deadlines.
  • Knowledge of international web standards and protocols.
  • Passion for learning and keeping up to date on new technology.
Desired Skills:
  • Experience with other low-code/no-code platforms like Salesforce, SharePoint, and the Microsoft Power Platform (Power Apps, Power BI, Power Automate)
  • Experienced with Agile, DevOps, and DevSecOps best practices and tools, specifically Azure DevOps, Jira, Git, GitHub, GitLab, Kanban, MSFT Project, MSFT Teams
  • Section 508 compliance experience.
  • Understanding of APIs and microservices
Certifications:

Desired:
  • Appian Analyst
  • Associate Developer


Who We Are:

IntePros Federal, is a Service-Disabled, Veteran Owned, Small Business (SDVOSB), headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in the areas of IT solutions, application development, program management, systems integration, and cybersecurity services. We believe our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us

EEO (Equal Employment Opportunity) Commitment:

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

Drug Test / Background Investigation: No / Yes