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Tier II Application Support/O&M Support

General Dynamics Information Technology

Education
Benefits
Qualifications
Special Commitments

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Suitability:

Public Trust/Other Required:

NACI (T1)

Job Family:

Software Engineering

Job Qualifications:

Skills:

Communication, End User Support, Job Aids, Test Script, Writing Documentation

Certifications:

Experience:

10 + years of related experience

US Citizenship Required:

No

Job Description:

Duties and Responsibilities:

The candidate will be expected to provide dedicated application support services as outlined below:

  • Provide Tier 1 customer support for user security administration, including the setup, removal, and modification of user login accounts.
  • Provide Tier 2 customer support to research and resolve items escalated from Tier 1, correct data inaccuracies, and provide guidance to Tier 1 staff.
  • Liaise with the Tier 3 Support Team and system development teams as required to record and resolve software defects.
  • Communicate and document progress of an issue in the AO ticket tracking system, ServiceNow.
  • Liaise with members of the implementation team, select ASO/Business Office representatives, the System Development Support Office (SDSO) Training Team, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams.
  • Apply updates to the Help Desk Knowledge Base and develop Knowledge Articles.
  • Support the JETS implementation team with application releases.
  • Support test event planning.
  • Support test scenario development.
  • Support test environment design.
  • Support test data development.
  • Support test script development.
  • Prepare after action reviews.
  • Provide severity recommendations for identified defects/problem areas.
  • Develop and provide training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.
  • Review help desk trends to recommend additional user training.
  • Assist in review of training materials created by the SDSO Training Division.
  • Monitor and respond to tickets.
  • Other duties as assigned, including support for other AO applications as needed.

Desired Qualifications, Experience, and Competencies:

  • Five (5) plus years of help desk/user support experience with a major federal IT system.
  • Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
  • Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO). 
  • Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, ServiceNow, JIRA, etc.
  • A team player who has excellent written, verbal skills and is tactful in their interactions with their colleagues and the client.
  • Ability to collaborate and work with cross-functional teams with differing priorities to resolve issues
  • Ability to work independently and with limited guidance.
  • Ability to analyze complex data and present findings in a clear and easily understood manner.
  • Ability to present recommendations for consideration and influence as needed.
  • Travel: As required to meet the requirements of the project. Minimum travel is anticipated.
  • U.S. Citizen or Green Card required.
  • The ability to work effectively in a hybrid work environment.

Specialized Experience:

  • Working knowledge of help desk tracking tools, preferably ServiceNow.
  • Working knowledge of IT tracking tools, preferably Jira.

Education and Certification Requirements:

  • Bachelor’s Degree in a relevant field and 10+ years of experience.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Hybrid

Work Location:

USA DC Washington

Additional Work Locations:

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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