Application Support Specialist

Role Overview

Seeking an experienced Technical Support Analyst to provide end-user support for a regulatory case-management and licensing application built on a modern low-code platform. The ideal candidate will serve as the primary point of contact for users, troubleshoot application issues, support testing activities, and collaborate with cross-functional teams to ensure effective system operations.

• Serve as the primary support contact for application users.
• Troubleshoot, diagnose, and resolve application-related issues.
• Escalate complex technical issues to development and engineering teams.
• Guide users on system functionality, workflows, and data-entry best practices.
• Log, track, and manage incidents through a ticketing system.
• Support user onboarding, account provisioning, and access requests.
• Develop and maintain user guides, FAQs, and knowledge-base documentation.
• Conduct routine system validation and quality assurance checks.
• Assist with application testing and release validation activities.
• Collaborate with business analysts and technical teams to identify and resolve recurring issues.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.

• 8+ years of experience in Technical Support, Help Desk, or Application Support environments.
• Strong customer service and end-user support experience.
• Experience supporting SaaS and/or Low-Code/No-Code platforms.
• Hands-on experience with platforms such as Service Now, Appian, and Microsoft Power Platform.
• Strong verbal and written communication skills.
• Experience performing system testing, UAT, and validation activities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and troubleshooting abilities.
• Ability to work independently and effectively within cross-functional teams.

• Experience supporting government, regulatory, or compliance-driven applications.
• Experience with ticketing systems such as Service Now and Jira.
• Experience creating technical documentation and user training materials.
• Experience supporting application releases and change management processes.

• ITIL Foundation
• Service Now Certifications
• Microsoft Power Platform Certifications
• Appian Certifications

At Radiant Digital, we provide IT solutions and consulting services to help government agencies and businesses in the USA, Canada, the Middle East, and Southeast Asia. On the federal side, we support agencies like NASA, the Department of State (DOS), the IRS, ACL, ACF,USDA and many others, along with numerous state and local government agencies.

We work with industries like telecom, healthcare, entertainment, oil and gas offering solutions designed to meet their specific needs. We focus on improving systems, making better use of data, and updating applications to keep up with changing markets.