Application Support Analyst – Enterprise Applications

Concept Solutions, LLC; Reston, Northern (VA, KY); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with matching

Job summary

Concept Solutions, LLC (CS) is seeking an Application Support Analyst to back a mission-critical modernization program for a Department of War customer. You will provide Tier 2 support for three enterprise applications and help ensure a reliable user experience for about 180,000 monthly users.

Hybrid work location in Reston, VA with on-site work at government facilities as required. Strong Jira/ServiceNow experience and excellent written communication are essential; U.S.

Qualifications

• Minimum of 2 years providing application support, troubleshooting, or issue triage for enterprise web applications.
• Experience using Jira and ServiceNow for incident tracking, documentation, and issue management.
• Strong written communication skills to document technical issues and develop user-facing support information.

Responsibilities

• Receive and manage Tier 2 escalations across three enterprise applications serving ~180,000 users per month.
• Troubleshoot reported issues by reproducing, classifying, documenting, and assigning incidents for resolution.
• Maintain accurate issue registers and track escalations through established support processes.
• Develop and maintain known-issue documentation and user-facing workarounds.
• Identify recurring issues and prepare monthly reports highlighting trends and support activity.
• Collaborate with technical teams to facilitate timely issue resolution and maintain application reliability.

Skills

Application support

Jira

ServiceNow

Troubleshooting

Documentation

Job description

Concept Solutions, LLC (CS) is seeking an Application Support Analyst to support a mission-critical application modernization program for a Department of War (DoW) customer.

This program focuses on streamlining access across a portfolio of production applications by creating a unified sign-on experience, a common user interface, and a repeatable approach for integrating applications into a shared platform—all while maintaining uninterrupted support for existing systems.

In this role, you will provide Tier 2 application support, troubleshoot issues, coordinate resolution efforts, and help ensure a reliable user experience across enterprise applications serving approximately 180,000 users monthly.

• Receive and manage Tier 2 escalations across three enterprise applications supporting approximately 180,000 users per month.
• Troubleshoot reported issues by reproducing, classifying, documenting, and assigning incidents for resolution.
• Maintain accurate issue registers and track escalations through established support processes.
• Develop and maintain known-issue documentation and user-facing workarounds.
• Identify recurring application issues and prepare monthly reports highlighting trends and support activity.
• Collaborate with technical teams to facilitate timely issue resolution and maintain application reliability.

What we're looking for

• Minimum of 2 years of experience providing application support, troubleshooting, or issue triage for enterprise web applications.
• Experience using Jira and ServiceNow for incident tracking, documentation, and issue management.
• Strong written communication skills, including the ability to document technical issues clearly and develop user-friendly support information.

Preferred Qualifications

• Experience supporting public-facing applications.
• Active Secret security clearance.

Work Location and Schedule

• Location: Hybrid. Reston, VA headquarters and approved remote locations within the United States, with on-site work at Government facilities in Northern Virginia and Maryland as required. Government-furnished equipment is used for all access to Government environments.
• Schedule: Full-time, 40 hours per week, Monday through Friday, with core hours from 9:00 a.m. to 3:00 p.m. Eastern. The program operates in two-week sprints, including a customer demonstration each sprint.
• Travel: 0–10%, within the Washington, DC metropolitan area.
• Security Requirement: U.S. citizenship required. Must be eligible to obtain and maintain a security clearance. An active Secret clearance or higher is strongly preferred and may allow an earlier start.
• Compensation: $100,000–$110,000 annually, depending on experience.

This position is contingent upon contract award, with an anticipated start in October 2026.

Company Profile:

Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.

For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.

Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:

• Over two decades of experience across over $300 million in contract awards supporting critical FAA programs
• Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies
• Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations

At CS, we know our success stems from our talented team. That’s why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.

Benefits: Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.

Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.