Sr. Application Support Analyst at ECS Federal

ECS is seeking a Sr. Application Support Analyst to work in our Stafford, VA office.  

ECS is seeking a highly capable and experienced senior-level Application Support Administrator to join our team. As an Application Support Administrator, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, ticket queue management, application troubleshooting, maintenance of application environments, and documentation implementation. This role requires excellent problem-solving skills, multi-task skills, technical expertise, detail-oriented skills, and exceptional communication to provide proper user assistance and resolve issues satisfactorily. Additionally, the Senior Application Support Administrator directly supports the Application Support Manager to apply advanced analytic methodologies for optimized processes, resolution of complex issues, as well as monitoring and reporting to ensure timely and high-quality responses and adherence to SLAs and performance metrics, while also providing leadership, vision, and mentorship to junior staff in the consistent application of technical and analytic best practices.

Responsibilities:

• Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment
• Lead complex incident investigation and root cause analysis across custom application workflows, Windows services, integrations, and underlying databases; drive durable fixes, not just workarounds.
• Leverage the incident management system to document support requests and solutions as well as to monitor and manage support queues for quick resolution and proper escalation of incidents when necessary
• Translate functional requirements into reproducible test cases; validate patches, configuration changes, and hotfixes in lower environments to de-risk releases and prevent regressions.
• Perform SQL-driven diagnostics and data verification, including understanding schemas and relationships, crafting moderate-to-advanced queries, and reconciling data against requirements and logs.
• Configure and validate front-end application settings (feature flags, permissions, tenant/client parameters) to align behavior with business rules and security policies under change control.
• Analyze logs, traces, and telemetry to identify performance bottlenecks, resource contention, and data-or performance issues; collaborate with engineering and DBAs on query tuning, indexing, and schema impacts.
• Validate front-end application configurations (feature flags, permissions, tenant settings) and back-end service parameters; confirm behavior against functional requirements and security policies across environments under change control
• Monitor application health and reliability; establish proactive checks, automation, and observability improvements to reduce repeat incidents and shorten MTTR and improve performance metrics
• Partner across Agile teams (product owners, BAs, developers, QA, DBAs, security, and network) to refine user stories, acceptance criteria, nonfunctional requirements, and release readiness.
• Author and maintain high-quality knowledge artifacts (runbooks, RCAs, SOPs, KB articles, implementation notes) that elevate team proficiency and onboarding speed.
• Mentor and coach peers and junior analysts on analytical troubleshooting, documentation standards, communication practices, and escalation hygiene.
• Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
• Communicate clearly with stakeholders and end users on incident status, workarounds, resolution plans, and post-incident actions, ensuring traceable follow-through.
• Develop and present instructional materials, both in-person and virtually, to application users and program stakeholders, detailing ticket trends, reported issues, and mitigation strategies and guidance
• Uphold data protection, access control, auditability, and records-handling practices appropriate to law enforcement/criminal justice systems across support and migration activities.
• Support issue escalation and maintain total ticket ownership for complex incidents and defects requiring external support; triage, reproduce, and isolate faults across code paths, configurations, integrations, network boundaries, and database layers, driving permanent resolution over workaround reliance
• Oversee major incident response for high-severity outages, establishing technical bridges, driving action plans, stakeholder communications, and post-incident reviews with measurable improvements