Senior Appian Support Specialist - FMS-ACES (Hybrid)

RiseMe; Beaumont (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

RiseMe seeks a Tier 2 Application Support Specialist to deliver advanced Appian Cloud support within the FMS-ACES program. You will diagnose incidents, perform root-cause analysis, and coordinate with Tier 3 engineering and DevOps to ensure rapid resolution for the Army's enterprise case management system.

The role requires 4+ years in IT service desk or app support, hands-on Appian experience, SQL skills, and active DoD Secret clearance.

Qualifications

• Bachelor's degree or equivalent technical training.
• 4+ years IT service desk or application support experience.
• Hands-on troubleshooting of enterprise low-code platforms (Appian).
• Experience writing and executing SQL queries for data validation.
• Working knowledge of ITSM frameworks (ITIL) and AESMP/ServiceNow.
• Active DoD Secret Clearance required.

Responsibilities

• Serve as Tier 2 escalation point for Appian platform incidents.
• Perform root-cause analysis to distinguish training gaps from defects.
• Execute SQL queries to inspect data and validate integrity.
• Package diagnostics for handoffs to Tier 3 and DevOps.
• Manage user lifecycle: accounts, RBAC, authentication troubleshooting.
• Log and track tickets in AESMP/ServiceNow per SLAs.
• Provide on-call support for mission-critical incidents.
• Collaborate with QA and DBAs to test fixes.
• Participate in Agile ceremonies to relay feedback.
• Support UAT, deployment dry-runs, and user training.

Skills

IT service desk

Root cause analysis

SLA adherence

Agile/Scrum

UAT support

Education

Bachelor’s degree in CS/IS/Engineering

Equivalent training / 4+ years experience

Tools

Appian

ServiceNow AESMP

Jira

Confluence

SQL tooling

Job description

RiseMe seeks a Tier 2 Application Support Specialist to deliver advanced Appian Cloud support within the FMS-ACES program. You will diagnose incidents, perform root-cause analysis, and coordinate with Tier 3 engineering and DevOps to ensure rapid resolution for the Army's enterprise case management system.

The role requires 4+ years in IT service desk or app support, hands-on Appian experience, SQL skills, and active DoD Secret clearance.