ICF is seeking an Application Support Analyst to join the Administrative Operations & Systems (AOS) Application Services team. This role supports a growing portfolio of enterprise applications and operational components used across procurement, supplier management, workplace services, risk, compliance, service management, governance, and project enablement. As part of the Application Operations discipline, the analyst will help run and improve reliable application services by triaging incidents and requests, administering approved access and configuration changes, supporting testing and release verification, maintaining knowledge resources, and helping users successfully adopt AOS platforms.
What You Will Do
- Triage, resolve, and document user incidents, service requests, and operational questions across assigned AOS applications and platforms.
- Provide timely customer communication, track service-level commitments, monitor aging items, and escalate issues when additional technical, vendor, or business input is required.
- Provision users, maintain approved roles and access, support periodic access reviews, and help preserve appropriate control evidence.
- Execute routine configuration updates, operational checks, data validations, and workflow troubleshooting in accordance with approved standards and change processes.
- Support user acceptance testing, regression testing, production validation, and release verification for application changes, vendor fixes, and platform updates.
- Escalate defects with complete diagnostic information, including business impact, replication steps, screenshots or examples, affected users, and related configuration details.
- Create and maintain SOPs, job aids, FAQs, knowledge articles, and release communications that improve first-contact resolution and reduce recurring support demand.
- Deliver user enablement through onboarding support, training materials, office hours, and targeted guidance for common issues and process changes.
- Identify recurring incidents, knowledge gaps, access issues, process breakdowns, and improvement opportunities; partner with stakeholders to address root causes.
- Collaborate with Product Management, Reporting & Analytics, business process owners, IT, vendors, and end users to stabilize services and support measurable improvements in adoption, reliability, and user satisfaction.
Basic Qualifications
- Bachelor’s degree in information systems, business administration, operations, supply chain, finance, or a related field; additional years of relevant experience may be considered in lieu of a degree.
- 2+ years of experience in application support, business systems administration, service desk operations, procurement operations, supplier enablement, workflow administration, or a related operational support role.
- Experience using ticketing, service management, issue tracking, or workflow tools to document work, manage queues, track aging items, and communicate status.
- Experience supporting end users, troubleshooting functional issues, documenting processes, and coordinating with technical teams, vendors, or business stakeholders.
- Strong attention to detail, organizational discipline, written communication skills, and ability to manage multiple priorities in a service-oriented environment.
Preferred Qualifications
- Experience supporting procurement, supplier management, contract management, travel, facilities, safety, risk, compliance, service management, or enterprise workflow platforms.
- Experience with user provisioning, role-based access, audit evidence, controls, and operational compliance activities.
- Experience supporting UAT, regression testing, release readiness, production validation, or vendor defect verification.
- Experience creating SOPs, job aids, FAQs, knowledge articles, training materials, or user communications.
- Familiarity with tools or concepts such as Azure DevOps, Modern Requirements, Power BI, service catalogs, report catalogs, or ITIL-aligned service management practices.
What You Bring
- A service-first mindset and the ability to communicate clearly with users, business partners, technical teams, and vendors.
- Strong analytical and troubleshooting skills, including the ability to isolate issues, ask effective diagnostic questions, and document complete findings.
- Process discipline, follow-through, and comfort working within defined intake, escalation, access, testing, and change management procedures.
- Curiosity and continuous improvement orientation, with a willingness to identify recurring issues and help improve runbooks, controls, and knowledge quality.
- Ability to work independently while staying aligned to team priorities, service commitments, and the broader AOS operating model.
Success in This Role
- Incidents and requests are resolved or escalated within agreed service expectations, with clear documentation and proactive communication.
- Backlog age, repeat incidents, and avoidable escalations decrease through improved triage, knowledge management, and corrective-action follow-through.
- User access, configuration updates, testing evidence, release verification, and operational checks are completed accurately and on schedule.
- Knowledge articles, SOPs, job aids, and training materials remain current, usable, and aligned to the way AOS applications are supported.
- Business users experience responsive support, clearer guidance, and more reliable application services across the AOS portfolio.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$73,770.00 - $125,408.00
Reston, VA (VA30)
