Application Support Analyst (MID)

Overview

ECS is seeking an Application Support Analyst (Mid) to work in our Stafford, VA office.

We're seeking a motivated and detail-oriented Application Support Analyst to join our team in support of mission-critical government systems. In this role, you will provide technical and analytical support for custom software applications that directly enable the work of federal law enforcement and criminal justice organizations. Your efforts will help ensure the reliability and effectiveness of applications that are essential to safeguarding the public, supporting investigations, and advancing the customer's mission. You will be part of an Agile, collaborative, customer-facing environment where teamwork, communication, and adaptability are essential.

Core hours for this role are expected to be between 12PM-8PM Monday - Friday.

Key Responsibilities

• Own complex incident troubleshooting and root cause analysis across bespoke application workflows, Windows services, integrations, and databases, documenting durable fixes and preventative actions
• Translate functional requirements into reproducible test cases in lower environments; validate hotfixes, patches, and configuration changes prior to production deployment in collaboration with development and QA
• Analyze ticket trends, defects, and performance metrics to propose and implement process and technical improvements that reduce repeat incidents and improve MTTR and SLA adherence
• Administer application-level access and configurations; coordinate data transfers and interface checks with dependent systems while maintaining audit trails and change records
• Create and maintain technical knowledge artifacts (SOPs, KB articles, runbooks, RCA reports) that raise team proficiency and accelerate onboarding
• Provide structured user enablement for custom features (training, how-to guides, release notes), and deliver clear, proactive communications on incidents, workarounds, and resolution timelines
• Configure and validate front-end application settings (feature flags, role / permission mappings, client- or tenant-level parameters) to resolve issues, enable capabilities, and align behavior with business rules in lower and production environments under change control
• Partner with product owners, business analysts, developers, DBAs, and security teams in Agile ceremonies (stand-ups, planning, reviews, retros) to prioritize backlog items, refine acceptance criteria, and de-risk releases
• Mentor junior analysts on analytical troubleshooting, ticket hygiene, documentation standards, and customer communication, reinforcing best practices for quality and consistency
• Communicate proactively with stakeholders and end users on incident status, workarounds, and resolution timelines; ensure clear, concise after-action reporting
• Uphold data protection, access control, and records handling aligned to law enforcement and criminal justice confidentiality requirements and internal security policies

Required Skills

Desired Skills

ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis of any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

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