Appian Tier-2 Incident & UAT Lead (FMS-ACES)
Credence
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Job summary
Credence is seeking a Tier 2 Application Support Specialist to deliver advanced technical application support and incident resolution for the FMS-ACES system. The role operates within AESMP/ServiceNow, diagnosing Appian platform issues and coordinating escalations to Tier 3 engineering and DevOps teams.
The ideal candidate will have a Bachelor's degree in a technical field (or equivalent experience) and 4+ years in IT service desk or application support, with hands-on experience in Appian Cloud
Qualifications
- Bachelor's degree or equivalent in a related technical discipline; 4+ years of direct IT service desk or application support experience in lieu of degree.
- Experience delivering advanced technical application support and incident resolution.
- Experience with Appian Cloud, AESMP/ServiceNow, and RBAC/authentication troubleshooting is a plus.
Responsibilities
- Serve as the primary Tier 2 escalation point for complex Appian incidents.
- Perform root-cause analysis to distinguish user training gaps, configuration errors, and defects.
- Execute SQL queries to validate data integrity and diagnose anomalies.
- Coordinate handoffs to Tier 3 engineering and DevOps teams with diagnostic data and steps.
- Create and maintain SOPs, KB articles, and user manuals.
Skills
Education
Tools
Job description
Credence is seeking a Tier 2 Application Support Specialist to deliver advanced technical application support and incident resolution for the FMS-ACES system. The role operates within AESMP/ServiceNow, diagnosing Appian platform issues and coordinating escalations to Tier 3 engineering and DevOps teams.
The ideal candidate will have a Bachelor's degree in a technical field (or equivalent experience) and 4+ years in IT service desk or application support, with hands-on experience in Appian Cloud
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