Appian Service Desk Engineer (Remote)

Avum, Inc.; United States; Remote; USD 55,000 - 95,000; Full time

Benefits offered by this job

Remote work environment

Education reimbursement

Certification reimbursement

401(k)

PTO

Security clearance support

Job summary

Avum, Inc. is seeking Service Desk Support Engineers at junior, intermediate, and senior levels to provide Tier 3 support for government applications and their Appian environment. Roles range from guided troubleshooting to independent complex investigations, with potential leadership and mentorship responsibilities.

Compensation and level are determined by experience, qualifications, and responsibilities. Avum offers a comprehensive benefits package and requires U.S.

Qualifications

• Experience providing technical support, application support, or help desk support.
• Experience developing, supporting, or troubleshooting applications on the Appian platform.
• Experience using IT service management ticketing systems (e.g., ServiceNow, BMC Helix).
• Ability to troubleshoot issues and clearly document findings and resolutions.
• Strong customer service skills and effective communication.
• Ability to obtain Appian Developer certification within 90 days, if not already certified.

Responsibilities

• Investigate and troubleshoot escalated application, data, access, and workflow issues.
• Support and maintain applications built on the Appian platform.
• Review logs, messages, and system behavior to identify root causes.
• Perform troubleshooting using elevated system access and coordinate with teams.
• Communicate status updates and resolutions to users.
• Document issue details and resolutions in the ticketing system.
• Assist with testing fixes and releases and develop knowledge base articles.
• Lead complex investigations and mentor less experienced staff as applicable.

Skills

Technical support

Customer service

Documentation

Communication

Collaboration

Education

CompTIA Security+ certification

Appian Developer certification

Tools

Appian platform

ServiceNow

BMC Helix

Job description

Avum, Inc. is seeking Service Desk Support Engineers at junior, intermediate, and senior levels to provide Tier 3 support for government applications and their Appian environment. Roles range from guided troubleshooting to independent complex investigations, with potential leadership and mentorship responsibilities.

Compensation and level are determined by experience, qualifications, and responsibilities. Avum offers a comprehensive benefits package and requires U.S.