[Remote] Application Support Analyst
Note: The job is a remote job and is open to candidates in USA. Infotrend Inc is seeking an Application Support Analyst to support a production software application hosted on AWS and using IBM Aspera Faspex Managed File Transfer. The role provides Tier 1–2 application administration, incident management, systems and business analysis, stakeholder support, release activities, documentation, reporting, and end-user guidance for U.S. federal government customers.
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
Skills
- • 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 (or higher) clearance
- • U.S. Citizen
- • 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)
Benefits
- Health, dental, and vision insurance
- A 401(k) plan with company match
- Paid time off
- Opportunities for bonuses based on individual and company performance
Company Overview