FMS-ACES Application Support Specialist (Appian)

Salary: $81,000 - 104,000 per year Requirements:

• Bachelors degree in Computer Science, Information Systems, Engineering, Mathematics, or a related technical field; alternatively, equivalent accredited technical training or four additional years of directly relevant experience.
• At least 4 years of progressive IT service desk or application support experience.
• Hands-on experience troubleshooting enterprise low-code platforms; Appian Cloud experience is preferred.
• Proficiency writing and running SQL queries for data validation and issue analysis.
• Working knowledge of IT service management frameworks such as ITIL and enterprise ticketing systems such as AESMP or ServiceNow.
• CompTIA Security+ CE, an active DoD 8140/8570.01-M IAT Level II baseline certification, or ITIL 4 Foundation certification, as specified by task order requirements.
• Familiarity with DoD 8500-series directives, NIST SP 800-37 and Risk Management Framework concepts, and DISA STIG compliance standards.
• Active DoD Secret clearance and U.S. citizenship.
• Preferred: At least 2 years supporting enterprise implementations of Contract Writing Systems or defense financial or case management systems.
• Preferred: Direct operational knowledge of the Army Foreign Military Sales enterprise.
• Preferred: Working knowledge of Appian architecture, including in-memory engines such as KDB, custom plug-ins, and REST/SOAP API integrations.
• Preferred: Experience with Agile/Scrum delivery tools such as Jira and Confluence.
• Preferred: Appian Certified Associate Developer or Appian Certified Analyst credential.

• Serve as the primary Tier 2 escalation point, diagnosing complex incidents across the Appian platform.
• Identify root causes and distinguish user training needs from platform configuration errors and backend software defects.
• Run SQL queries to inspect backend data structures, validate data integrity, and isolate transactional anomalies.
• Prepare diagnostic data, system logs, and reproducible steps for effective escalation to Tier 3 engineering and DevOps teams.
• Support the end-user lifecycle, including account provisioning, role-based access control, and authentication troubleshooting.
• Log, track, and manage tickets in AESMP/ServiceNow in accordance with defined service-level agreements.
• Provide scheduled on-call coverage for mission-critical and Severity 1 incidents.
• Review recurring ticket trends and recommend system improvements, workflow automation, or focused training.
• Create and maintain standard operating procedures, knowledge base articles, user manuals, and desk reference guides.
• Work with Quality Assurance and Database Administrator teams to test bug fixes and verify performance.
• Participate in Agile/Scrum ceremonies and share user feedback and defect reports with development teams.
• Support user acceptance testing, deployment dry runs, and enterprise user training sessions.

• AI
• API
• Backend
• Cloud
• Confluence
• DevOps
• Support
• ITIL
• JIRA
• REST
• SOAP
• SQL
• Security
• ServiceNow
• ITSM
• PaaS
• RBAC

More:

We are Credence, a 1,700-plus-person team with more than 1,500 AI and data experts and over 100 prime contracts. Our AI, cloud, cybersecurity, and modernization work supports government missions, and we have received Washington Post Top Workplace recognition for six consecutive years and appeared on the Inc. 5000 list in 13 of the past 14 years. We encourage our employees to grow and contribute to meaningful public-sector challenges. This role supports the Foreign Military Sales–Army Case Execution System (FMS-ACES) Product Office. FMS-ACES is a cloud-based platform being developed to modernize Army foreign military sales case execution and management, consolidate legacy capabilities, and connect with financial and logistics systems. The position operates in the Army Enterprise Service Management Platform environment and supports user adoption across the Army FMS enterprise. The work is hybrid, with on-site services primarily at government facilities in northern Virginia when required, and quarterly workshops in New Cumberland or northern Virginia. Benefits include medical, dental, and vision coverage; retirement plans; life insurance; paid time off and holidays; family leave; short- and long-term disability; training and development; and wellness resources.

last updated 41 week of 2026