# FMS-ACES Tier 2 Application Support Specialist (Appian Service Desk) > Credence · Arlington, United States (Hybrid) · Full-time · Posted 2026-09-23 **Workplace:** hybrid **Department:** DTPSS ## Description 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 / ServiceNow), 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 DevOps teams. - Manage end-user lifecycle support: user account provisioning, role-based access control (RBAC), and authentication troubleshooting. - Log, track, and manage tickets within the Army Enterprise Service Management Platform (AESMP/ServiceNow) adhering strictly to defined Service Level Agreements (SLAs). - Provide scheduled on-call support for mission-critical and severity-1 system incidents. - Analyze recurring ticket trends to recommend system optimizations, workflow automation, or targeted training interventions. - Author and update Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, user manuals, and desk reference guides. - Partner with Quality Assurance (QA) and Database Administrators (DBAs) to test bug fixes and validate performance. - Actively participate in Agile/Scrum ceremonies (Sprint Planning, Daily Standups, Retrospectives) to relay user feedback and defect reports directly to development squads. - Support User Acceptance Testing (UAT), deployment dry-runs, and user training sessions across the enterprise. ## Requirements - Bachelor’s degree in Computer Science, Information Systems, Engineering, Mathematics, or related technical discipline (or equivalent accredited technical training / 4+ years additional direct experience in lieu of degree). - 4+ years of progressive IT service desk or application support experience. - Hands-on experience troubleshooting enterprise low-code platforms (Appian Cloud environment preferred). - Proficiency in writing and executing SQL queries for data validation and issue analysis. - Working knowledge of ITSM frameworks (ITIL) and enterprise ticketing systems (AESMP / ServiceNow). - CompTIA Security+ CE (or active DoD 8140/8570.01-M IAT Level II baseline certification) OR ITIL 4 Foundation certification (as specified by task order requirements). - Familiarity with DoD 8500-series directives, NIST SP 800-37 / RMF concepts, and DISA STIG compliance standards. - Active DoD Secret Clearance (U.S. Citizenship mandatory). Preferred / Desired Qualifications - 2+ years supporting enterprise implementations of Contract Writing Systems (CWS) or defense financial/case management systems. - Direct operational knowledge of the Army Foreign Military Sales (FMS) enterprise. - Working knowledge of Appian architecture, including in-memory engines (KDB), custom plug-ins, and REST/SOAP API integrations. - Experience with Agile/Scrum delivery tools (e.g., Jira, Confluence). - Appian Certified Associate Developer or Appian Certified Analyst credential. **Place of Performance:** - The contractor will follow a **hybrid work environment** for the Place of Performance: - On-site performance of services by the Contractor at Government facilities shall be accomplished primarily in northern Virginia, when required. Quarterly workshops at New Cumberland or northern Virginia. ## Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Wellness Resources ## Apply [Apply at Credence](https://apply.workable.com/credence/j/EEC6146250/apply) --- Powered by [Workable](https://www.workable.com)