Note: The job is a remote job and is open to candidates in USA. Nakupuna Federal is seeking an Application Support Analyst to support NAVSUP Business Systems Center supply and logistics applications. The role provides customer-facing application support, investigates data and functional issues using SQL, performs authorized data corrections, documents work in ticketing systems, and coordinates with technical and Government stakeholders through resolution.
Responsibilities
- Provide professional customer support for assigned applications by receiving, clarifying, researching, and resolving or appropriately escalating incidents, service requests, data questions, and functional issues; communicate status, expected next steps, and resolution information in language appropriate to the user
- Develop and maintain working knowledge of assigned applications, user workflows, business rules, data elements, interfaces, inputs, outputs, and operational dependencies; apply that knowledge when performing assigned support tasks and explaining system behavior
- Create accurate SQL SELECT queries to investigate data issues and respond to authorized customer data calls, using appropriate joins, filters, aggregations, and other query techniques; validate results before release and safeguard sensitive or Controlled Unclassified Information
- Execute authorized SQL INSERT, SELECT, UPDATE, and DELETE statements to correct data issues within assigned permissions and approved procedures; confirm approvals, preserve before-and-after evidence, validate results, and follow applicable transaction, rollback, configuration-management, and change-control practices
- Read and analyze stored procedures, views, schemas, and related database objects to trace business logic and identify possible causes of data issues; coordinate with developers, database administrators, or other technical owners when code, schema, access, or infrastructure changes are required
- Support the triage and resolution of production outages and recurring application problems by gathering reproducible evidence, assessing user and mission impact, reviewing available logs and data, identifying dependencies, and escalating unresolved technical or cybersecurity issues promptly
- Validate corrections and application behavior against documented requirements, acceptance criteria, and the definition of done; confirm record inputs, data elements, and outputs, perform assigned functional or regression checks, and document test evidence and customer confirmation
- Create and maintain complete work items in the Government-designated ticketing or project-management system, currently Azure DevOps and transitioning to Jira; record impact, priority, reproduction steps, analysis, queries or actions performed, dependencies, evidence, status, validation, and closure information within required timeframes
- Obtain and clarify requirements from customers and users, translate needs into actionable tickets or user stories with measurable acceptance criteria, and coordinate with the Government Product Owner, Scrum Master, and Agile Release Team throughout analysis, resolution, review, and acceptance
- Apply a basic understanding of web-application hosting and the presentation, application, integration, and database layers to isolate likely sources of issues involving URLs, services, connectivity, configuration, logs, or data; route infrastructure, software, and security matters to the responsible technical personnel
- Develop and maintain support procedures, knowledge-base articles, data-correction records, frequently asked questions, user guidance, and knowledge-transfer materials; participate in Agile events, demonstrations, training, and over-the-shoulder knowledge transfer for assigned applications
- Perform other related duties as assigned
Skills
- Customer Support / Communication - Listens carefully, asks focused questions, manages expectations, communicates technical findings in plain language, and maintains a professional customer experience during routine requests and production-impacting issues
- SQL / Data Troubleshooting - Writes accurate read queries, interprets stored logic, traces data across related objects, recognizes unsafe or incomplete changes, and performs only authorized data corrections with appropriate validation and evidence
- Functional Analysis / Problem Solving - Connects user-reported symptoms to application workflows, business rules, interfaces, and data; distinguishes probable data, software, access, hosting, and process causes and engages the correct technical owner
- Ticket and Agile Discipline - Creates clear, reproducible, and auditable work items; keeps status and evidence current; works within priorities, acceptance criteria, definitions of done, and Government-directed workflows in Azure DevOps, Jira, or a comparable system
- Security / Judgment / Teamwork - Protects sensitive information, follows least-privilege and change-control requirements, avoids unsupported production actions, escalates risk promptly, and collaborates effectively with Government and contractor personnel
- The candidate must be able to demonstrate the following:
- Demonstrated experience providing customer-facing support for business applications, including issue intake, troubleshooting, status communication, resolution, escalation, and follow-through
- Hands-on SQL experience creating SELECT queries and using joins, filters, aggregations, subqueries, and related techniques to investigate data and answer business questions
- Experience performing controlled data corrections using SQL INSERT, SELECT, UPDATE, and DELETE statements, with an understanding of transactions, validation, rollback considerations, least privilege, and the risks associated with production data changes
- Ability to read and trace stored procedures, views, schemas, and relational data structures to understand application business logic and identify potential causes of data issues
- Ability to document reproducible issues, analyze root causes, validate corrections, preserve support and test evidence, and explain findings to both technical personnel and nontechnical customers
- Working knowledge of web-application hosting fundamentals and the relationship among browser or presentation, application or service, integration, and database components
- Experience creating and maintaining tickets or Agile work items in Azure DevOps, Jira, or a comparable system, plus the ability to satisfy required Navy onboarding, investigation, CAC, DD 2875, training, NDA, and system-access requirements
- Must possess a current Security+ CE certification at the time of hire to satisfy the position's DoD 8570.01-M IAT Level II baseline certification requirement
- This position requires U.S. citizenship and the ability to obtain and maintain the Government-determined background investigation, CAC, DD 2875, mandatory training, NDA, and application or database access required by NAVSUP
- Education: An associate or bachelor's degree in information systems, computer science, data management, business, or a related field is preferred
- An equivalent combination of education, technical training, and directly relevant experience may be considered
- Experience supporting Oracle databases and reading Oracle SQL or PL/SQL stored procedures, views, schemas, and packages
- Experience supporting Navy, Department of Defense, supply, logistics, readiness, or other regulated mission applications and their business processes
- Experience supporting production outages, incident and problem management, release validation, configuration or change control, and post-resolution monitoring
- Experience using both Azure DevOps and Jira, including ticket migration or transition between service-management or Agile work-tracking platforms
- Familiarity with web and application-server logs, APIs, middleware, service-based architectures, data interfaces, or common web-application troubleshooting methods
- Experience with functional testing, requirements clarification, Microsoft Excel, user training, support documentation, and structured knowledge transfer
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