Tier 2 Application Support Specialist (Appian)

Location: Hybrid role in Crystal City, Texas, United States; on-site performance primarily in northern Virginia when required, with quarterly workshops in New Cumberland or northern Virginia.

Company

hirify.global supports the FMS-ACES product office, delivering a cloud-based platform that modernizes Army Foreign Military Sales case execution and management.

What you will do

• Serve as the primary Tier 2 escalation point for complex incidents across the Appian Cloud platform.
• Perform root-cause analysis across user training, platform configuration, data, and software defects.
• Use SQL queries, logs, and diagnostic data to validate data integrity and prepare Tier 3 engineering escalations.
• Manage user provisioning, role-based access control, authentication issues, and ServiceNow tickets against defined SLAs.
• Support severity-1 on-call incidents, UAT, deployment dry-runs, user training, and Agile/Scrum ceremonies.
• Analyze ticket trends and create SOPs, knowledge-base articles, manuals, and desk reference guides.

Requirements

• Bachelor’s degree in a technical discipline or equivalent technical training and experience.
• At least 4 years of progressive IT service desk or application support experience.
• Hands-on experience troubleshooting enterprise low-code platforms, preferably Appian Cloud, and proficiency with SQL.
• Working knowledge of ITIL and enterprise ticketing systems, including AESMP or ServiceNow.
• CompTIA Security+ CE, an active DoD 8140/8570.01-M IAT Level II baseline certification, or ITIL 4 Foundation certification.
• Active DoD Secret Clearance and U.S. citizenship are mandatory. Familiarity with DoD directives, NIST RMF concepts, and DISA STIG standards is required.

Nice to have

• Experience with Contract Writing Systems or defense financial and case management systems.
• Operational knowledge of the Army Foreign Military Sales enterprise.
• Knowledge of Appian architecture, KDB, custom plug-ins, and REST/SOAP integrations.
• Experience with Jira, Confluence, Agile/Scrum delivery, or Appian certification.

Culture & Benefits

• Hybrid work environment with scheduled on-site support and quarterly workshops.
• Participation in Agile/Scrum delivery with direct collaboration across development, QA, DBA, and DevOps teams.
• Scheduled on-call coverage for mission-critical and severity-1 incidents.
• Work on a large-scale Army case management platform supporting thousands of users and active requisitions.