IT Support Analyst: Low-Code Apps & UAT Specialist

mPower, Inc.; Bethesda (MD); On-site; USD 70,000 - 75,000; Full time

Job summary

mPower, Inc. is seeking a Technical IT Support Analyst to join a collaborative team delivering technology solutions that meet evolving business needs.

The role involves assisting users, gathering requirements, and translating business needs into practical IT applications and documentation. You will design, configure, and support low-code apps (Google AppSheet, Google Sites) and provide end-user training, SOPs, and user guides while ensuring security and adherence to ITIL/Agile practices.

Qualifications

• Ability to translate end-user needs into technical requirements for COTS/GOTS apps.
• Experience supporting end-user needs for COTS/GOTS apps.
• Strong written and oral communications skills.

Responsibilities

• Collaborate with stakeholders to gather and document business requirements.
• Create and maintain project artifacts and implementation documentation.
• Develop end-user documentation including SOPs, user guides, FAQs, and training resources.
• Design, configure, and maintain low-code apps (Google AppSheet, Google Sites).
• Provide primary application support and resolve incidents within SLAs.
• Manage user accounts and access for business applications with security in mind.
• Coordinate and support UAT and test activities.
• Perform functional, regression, and basic automated testing.
• Deliver training sessions to promote adoption of business applications.
• Monitor performance and suggest process improvements.
• Escalate complex issues with developers and IT teams.
• Maintain incident records in ITSM platform and support change management.

Skills

Communication

Public Trust clearance

Power-user experience

IT best practices (ITIL/Agile)

Education

Bachelor’s degree in computer science or information systems, business, mathematics, or related field

Associate’s degree in computer science or information systems, business, mathematics or related field

Tools

Google Workspace/AppSheet

Microsoft 365/SharePoint

Slack

Job description

mPower, Inc. is seeking a Technical IT Support Analyst to join a collaborative team delivering technology solutions that meet evolving business needs.

The role involves assisting users, gathering requirements, and translating business needs into practical IT applications and documentation. You will design, configure, and support low-code apps (Google AppSheet, Google Sites) and provide end-user training, SOPs, and user guides while ensuring security and adherence to ITIL/Agile practices.