SR APPLICATION SUPPORT & SERVICENOW ENG

Position Summary

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

The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of Agility: rapid adaptation to the changing requirements and environment of our clients; Excellence: Service quality that exceeds the expectations of our clients; Integrity: Accountability and honestyalways 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, access requests, and user questions in ServiceNow.
• Provide initial triage and Tier 1/Tier 2 support for OBIWAN access, user IDs, passwords, security keys, authentication, reports, dashboards, data questions, browser/client behavior, and common business-application issues.
• Administer or coordinate user accounts, access permissions, passwords, security keys, roles, and entitlements in accordance with FAA standards, approved authorization workflows, least-privilege principles, and separation-of-duties requirements.
• Perform systems analysis and structured troubleshooting: reproduce reported problems, gather evidence and logs, query data when authorized, identify likely causes, apply approved solutions, validate results, and confirm resolution with users.
• Provide selected Tier 3 support for application services, logical database behavior, report configuration, routine application management, and code-related diagnosis within the employee's technical authority.
• Escalate software, report, database, integration, infrastructure, cybersecurity, or code issues to the appropriate technical specialist with complete diagnostic information, business impact, user examples, timestamps, screenshots, and steps to reproduce.
• Maintain timely and accurate ServiceNow ownership, status, work notes, user communications, resolution codes, closure documentation, linked problems/changes, and knowledge references.
• Immediately notify the Program Manager and Program Office when a Tier 1 ticket cannot be resolved within three business days, a Tier 2 ticket within five business days, or a Tier 3 ticket within ten business days.
• Coordinate with the FAA national help desk, which receives telephone calls and creates tickets, and maintain clear handoffs between national help desk personnel, OBIWAN support, technical specialists, source-system teams, and users.
• Establish, maintain, and improve the knowledge base for software and support activities, including frequently asked questions, known-error records, access instructions, troubleshooting guides, standard responses, user procedures, and escalation paths.
• Identify recurring incidents, aging tickets, common user errors, training needs, data-quality patterns, and process weaknesses; recommend documentation, training, automation, application, or workflow improvements.
• Support testing and validation of report changes, application fixes, access changes, data corrections, security 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 security requirements.
• Produce helpdesk metrics, ticket aging, resolution performance, escalation status, recurring issue analysis, user-impact 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 surge events.

Required Technical and Professional Competencies

• Advanced experience using ServiceNow 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 Oracle Analytics / OBIEE, enterprise reporting, SQL/query concepts, user-access controls, authentication, financial data, and common browser/client issues.
• Ability to communicate clearly with non-technical users and technical specialists, translating business impact into actionable technical information and technical findings into understandable user guidance.
• Knowledge of IT service management, incident/problem/change practices, knowledge management, quality documentation, and continuous 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, standard operating procedures, known-error articles, status updates, trend reports, and resolution documentation.

Minimum Education and Experience

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

Preferred Qualifications

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

Certifications

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

Core Competencies

• ServiceNow and ITSM operations
• Application and user support
• Systems analysis and troubleshooting
• Access administration
• Customer communication and escalation
• Knowledge management
• Ticket metrics and trend analysis
• Quality documentation and continuous improvement

Supervisory Responsibilities

This position has no routine direct reports. The employee may coordinate ticket ownership, lead support huddles, provide peer review, mentor junior or backup personnel, and direct 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 access records, and occasional support outside normal hours for high-impact incidents, releases, or user-impacting outages.

Performance Expectations

• Users receive responsive, accurate, respectful support and clear communications throughout the ticket lifecycle.
• Tickets are correctly categorized, prioritized, documented, escalated, resolved, and closed within required timeframes or promptly reported when thresholds cannot be met.
• Access 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.
• ServiceNow data and monthly metrics accurately reflect workload, aging, trends, user impact, resolution performance, and improvement opportunities.

Position Description Disclaimer

This description summarizes the position's primary duties and may be revised for related 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, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.