FMS-ACES Tier 2 Application Support Specialist (Appian Service Desk)

Credence; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

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

Agile/Scrum

Incident diagnosis

User enablement

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics

Tools

Appian Cloud

ServiceNow

SQL

Job description

Join a team where innovation meets mission. Our AI, cloud, cyber, and modernization solutions save agencies thousands of hours, safeguard national security, and strengthen health and humanitarian missions worldwide. With 1,700+ team members, 1,500+ AI/data experts, and 100+ prime contracts, we deliver at scale and with purpose. We've been recognized as a Top Workplace by the Washington Post for six straight years and named to the Inc. 5000 Fastest Growing Private Companies 13 of the past 14 years. Credence is a welcoming home for those looking to grow and contribute to positive change. We encourage all employees to expand beyond their boundaries, dive into important world-changing Federal challenges.

This position supports the Foreign Military Sales - Army Case Execution System ( FMS-ACES ) Product Office. FMS-ACES is the first Defense Business System (DBS) program in the DoDI 5000.87 Software Acquisition Pathway, within Capability Program Executive (CPE) Enterprise Software and Services ( CPE ES2 ), located in the PMO Acquisition, Training & Readiness ( AT&R ) portfolio. FMS-ACES is a cloud-based Platform as a Service (PaaS) providing a user-centric journey design that will modernize the Army's FMS case execution and management processes from end to end. By stream-lining business processes, data standardization, integrated through state-of-the-art interface management, FMS-ACES will provide accurate case management and business analytics enabling real-time, accurate and informed data-drive decisions for Senior Leaders. FMS-ACES is in development and once fielded subsumes capabilities of a 50-year-old legacy system and consolidates two disparate systems into a single source of Army FMS data. The new system will exchange information with 26 distinct financial and logistic systems of record partners for end-to-end process execution. FMS-ACES will support 2000 users, incorporating 6,200 active FMS cases and 88,000 active requisitions.

Key Features and Capabilities:

• Developed using Agile methodologies, FMS-ACES provides a unified environment for managing the full lifecycle of an FMS case.
• Case Management: Streamlines everything from initial case implementation to closeout.
• Real-Time Data: Connects to over 20 government data source systems to provide case officers with accurate, real-time information.
• Enhanced Reporting: Includes advanced automated workflows, data visualization, and comprehensive reporting capabilities.
• Transparency and Collaboration: Allows better end-to-end transparency and coordination between stakeholders like the Department of State and other military departments.

Job Description:

Summary: The Tier 2 Application Support Specialist delivers advanced technical application support, incident resolution, and user enablement for the Foreign Military Sales - Army Case Execution System (FMS-ACES). Operating within the Army Enterprise Service Management Platform (AESMP / ServiceNow), the specialist diagnoses intermediate-to-advanced application, data, and platform issues on the Appian Cloud environment, coordinates Tier 3 engineering escalations, and champions user adoption across the Army FMS enterprise.

Core Duties & Responsibilities:

• Serve as the primary Tier 2 escalation point, diagnosing complex incidents across the Appian platform.
• Perform root-cause analysis to distinguish between user training gaps, platform configuration errors, and backend software defects.
• Execute SQL queries to inspect backend data structures, validate data integrity, and isolate transactional anomalies.
• Package diagnostic data, system logs, and reproducible steps to execute seamless handoffs to Tier 3 engineering and DevOps teams.
• Manage end-user lifecycle support: user account provisioning, role-based access control (RBAC), and authentication troubleshooting.
• Log, track, and manage tickets within the Army Enterprise Service Management Platform (AESMP/ServiceNow) adhering strictly to defined Service Level Agreements (SLAs).
• Provide scheduled on-call support for mission-critical and severity-1 system incidents.
• Analyze recurring ticket trends to recommend system optimizations, workflow automation, or targeted training interventions.
• Author and update Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, user manuals, and desk reference guides.
• Partner with Quality Assurance (QA) and Database Administrators (DBAs) to test bug fixes and validate performance.
• Actively participate in Agile/Scrum ceremonies (Sprint Planning, Daily Standups, Retrospectives) to relay user feedback and defect reports directly to development squads.
• Support User Acceptance Testing (UAT), deployment dry-runs, and user training sessions across the enterprise.

Bachelor's degree in Computer Science, Information Systems, Engineering, Mathematics, or related technical discipline (or equivalent accredited technical training / 4+ years additional direct experience in lieu of degree). 4+ years of progressive IT service desk or application su