FMS-ACES Tier 2 Application Support Specialist; Appian Service Desk

Position: FMS-ACES Tier 2 Application Support Specialist (Appian Service Desk)
Join a team where innovation meets mission. Our AI, cloud, cyber, and modernization solutions save agencies thousands of hours, safeguard national security, and strengthen health and humanitarian missions worldwide. With 1,700+ team members, 1,500+ AI/data experts, and 100+ prime contracts, we deliver at scale and with purpose. We’ve been recognized as a Top Workplace by the Washington Post for six straight years and named to the Inc.

5000 Fastest Growing Private Companies 13 of the past 14 years. Credence is a welcoming home for those looking to grow and contribute to positive change. We encourage all employees to expand beyond their boundaries, dive into important world-changing Federal challenges. This position supports the Foreign Military Sales – Army Case Execution System (FMS-ACES) Product Office. FMS-ACES is the first Defense Business System (DBS) program in the DoDI 5000.87 Software Acquisition Pathway, within Capability Program Executive (CPE) Enterprise Software and Services (CPE ES2), located in the PMO Acquisition, Training & Readiness (AT&R) portfolio.

FMS-ACES is a cloud-based Platform as a Service (PaaS) providing a user-centric journey design that will modernize the Army’s FMS case execution and management processes from end to end. By stream-lining business processes, data standardization, integrated through state-of-the-art interface management, FMS-ACES will provide accurate case management and business analytics enabling real-time, accurate and informed data-drive decisions for Senior Leaders. FMS-ACES is in development and once fielded subsumes capabilities of a 50-year-old legacy system and consolidates two disparate systems into a single source of Army FMS data.

The new system will exchange information with 26 distinct financial and logistic systems of record partners for end-to-end process execution. FMS-ACES will support 2000 users, incorporating 6,200 active FMS cases and 88,000 active requisitions. Key Features and Capabilities:
Developed using Agile methodologies, FMS-ACES provides a unified environment for managing the full lifecycle of an FMS case:
Case Management:
Streamlines everything from initial case implementation to closeout. Real-Time Data:
Connects to over 20 government data source systems to provide case officers with accurate, real-time information. Enhanced Reporting:
Includes advanced automated workflows, data visualization, and comprehensive reporting capabilities. Transparency and

Collaboration:

Allows better end-to-end transparency and coordination between stakeholders like the Department of State and other military departments.

Job Description:

Summary:

The Tier 2 Application Support Specialist delivers advanced technical application support, incident resolution, and user enablement for the Foreign Military Sales – Army Case Execution System (FMS-ACES). Operating within the Army Enterprise Service Management Platform (AESMP / Service Now), the specialist diagnoses intermediate-to-advanced application, data, and platform issues on the Appian Cloud environment, coordinates Tier 3 engineering escalations, and champions user adoption across the Army FMS enterprise.

Core

Duties & Responsibilities:

Serve as the primary Tier 2 escalation point, diagnosing complex incidents across the Appian platform. Perform root-cause analysis to distinguish between user training gaps, platform configuration errors, and backend software defects. Execute SQL queries to inspect backend data structures, validate data integrity, and isolate transactional anomalies. Package diagnostic data, system logs, and reproducible steps to execute seamless handoffs to Tier 3 engineering and Dev Ops teams.

Manage end-user lifecycle support: user account provisioning, role-based…