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Position Details Job order - J0617-0279 - Permanent Full Time Title Help Desk/Applications Support Specialist (Tier 2) Category Service Desk / End User Services City Laurel, Maryland, United States Job Description Help Desk/Applications Support Specialist (Tier 2) Position Description CGI Federal is a leader in IT Services and applications support. We are the technical team supporting the DHS and their learning and performance review management system (PALMS) and are tasked with maximizing the value and effectiveness of mission critical applications. Your future duties and responsibilities CGI is looking for an Application Support Specialist to provide Subject Matter Expert (SME) level support for a Learning and Performance Review Management System. The candidate must be able to interact with end users primarily via email or over the phone and must be willing to directly interface on-site with client. Must be able to work with a diverse group including System Developers, Database Administrator, and Product teams to record, manage and resolve system defects. - Function as an Application Support Specialist. - Responding to issues escalated from Tier 1 support as well as customer-directed calls and VIP support. - Able to open and manage/track tickets in ServiceNow. - Respond or resolve issues in accordance with SLAs. - Review SLAs and response and make recommendations for improvement. - Coordinate with developers and product teams. - Research and develop temporary workaround solutions until a permanent solution can be implemented. *LI-MC3 Required qualifications to be successful in this role - Due to the nature of the government contract requirements and/or clearance requirements, US citizenship is required. - 3 years of experience - Bachelor's degree required - Experience supporting web-based applications - Customer-facing support skills - Troubleshooting and complex problem solving ability - Exposure to .NET applications - Knowledge of Microsoft SQL - ServiceNow a similar help desk tracking tool - Willing an able to field urgent phone calls for quick resolution. - Ability to track and document ongoing and resolved issues and their resolutions, to include specific attention to details. Desired: - Experience with DHS or a DHS component - Experience with learning management systems - Experience with performance review systems - Knowledge of performance appraisal cycles - Experience with JIRA or RALLY - .NET development experience - MS SQL administration or data analytics support - Familiarity with ad hoc reporting tools - Strong written and verbal skills - Government consulting experience #CGIFEDERALJOB Build your career with us. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create. 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