Application Support Analyst

Infotrend is seeking an Application Support Analyst to support a production software application hosted in AWS and leveraging IBM Aspera Faspex Managed File Transfer (MFT). The ideal candidate combines hands-on application support and technical troubleshooting experience with strong systems and business analysis skills and has experience supporting end users within a U.S. federal government environment.

This role will provide Tier 1–2 production support, including application administration, incident triage, troubleshooting, issue documentation, and coordination through resolution. The Application Support Analyst will serve as a key point of contact for support requests and work closely with business stakeholders, engineering, security, and other project teams to resolve issues efficiently and maintain a high level of customer satisfaction.

Experience administering IBM Aspera Faspex, supporting AWS-hosted applications, or establishing and managing an application/production support function is highly desirable.

Key Responsibilities:

• With support from the Project Manager, serve as a primary point of contact for production incidents, enhancement requests, and inquiries related to AWS-hosted applications and IBM Aspera MFT.

• Administer the Aspera application and leverage knowledge of the system functionality to support end users through account creation, workgroup setup, and issue management.

• Interact directly with stakeholders and system end-users to intake support requests, understand the challenges, and clearly document the issues or incidents.

• Perform Tier 1–2 triage: reproduce issues, analyze logs, review metrics/dashboards, and escalate with clear, actionable detail.

• Own incident lifecycle in the ticketing process and system(s) (e.g., ServiceNow/Jira): intake, prioritization, SLA management, communication, and closure.

• Conduct systems and business analysis to translate user issues into requirements, user stories, acceptance criteria, and Standard Operating Procedures (SOPs).

• Support release, change, and configuration management in accordance with ITIL and federal standards; participate in release verification and cutover activities.

• Maintain and improve knowledge base articles, SOPs, and troubleshooting guides; deliver end-user training and guidance.

• Execute problem management and root cause analysis; document findings and drive preventive actions.

• Partner with client product, engineering, security, and business teams to plan and support go-lives, hypercare, and service improvements.

• Produce operational reports (KPIs/SLAs, incident trends, backlog, knowledge gaps) and recommend process optimizations.

• Participate in on-call rotation, after-hours incident response, and/or extended maintenance windows as needed.

Required Qualifications:

• Bachelor’s degree in a business or technical field.

• 5-7 years’ experience in application support functions, including production support for cloud-hosted solutions.

• Demonstrated systems analysis and business analysis skills: requirements elicitation, process mapping, documentation, and stakeholder communication.

• Hands-on experience supporting AWS-based applications (S3, EC2, IAM, VPC, CloudWatch, CloudTrail).

• Strong understanding of networking fundamentals (DNS, TLS, ports/protocols, proxies, firewalls, VPN).

• Proficiency with ticketing and ITSM tools (ServiceNow, Jira, Remedy) and adherence to SLAs.

• Comfort analyzing logs and metrics; ability to perform basic SQL queries and use log analysis tools.

• Excellent written and verbal communication; customer-centric with proven ability to work across technical and non-technical stakeholders.

• Experience supporting federal government projects or agencies, with familiarity in compliance, change control, and documentation standards.

• Ability to obtain and maintain a Public Trust Security clearance.

• U.S. Citizen.

Preferred Qualifications:

• Practical experience with IBM Aspera MFT including administration of users and file transfer configurations are a major plus.

• AWS Certified Cloud Practitioner or Associate-level certification.

• Exposure to RMF, ATO processes, POA&M management, and Section 508 compliance.

• Familiarity with Agile/Scrum, UAT coordination, release and deployment pipelines.

• Knowledge of data protection and privacy requirements for federal environments (e.g., PII/PHI handling).

Tools and Technologies:

• IBM Aspera: HSTS, Faspex, HTTP Gateway

• AWS: S3, EC2, IAM, VPC, CloudWatch, CloudTrail, RDS (basic)

• ITSM/Ticketing: ServiceNow, Jira (or equivalent)

• Monitoring/Logs: CloudWatch, Splunk/ELK/Datadog

• Protocols/Networking: UDP/TCP, DNS, TLS, VPN, load balancers, proxies

• Databases: Basic SQL for troubleshooting and reporting

The salary for this position ranges from $75,000 to $85,000 annually. The exact salary offered will depend on your qualifications, experience, and alignment with the responsibilities of the role. In addition to the base salary, we offer a comprehensive total compensation package that includes health, dental, and vision insurance, a 401(k) plan with company match, paid time off, and opportunities for bonuses based on individual and company performance. We believe in rewarding our employees holistically, beyond just their paycheck, to ensure long-term satisfaction and well-being.