Is the SR APPLICATION SUPPORT & SERVICENOW ENG position at Professional Solutions 1 LLC fully remote?

Yes, this SR APPLICATION SUPPORT & SERVICENOW ENG position at Professional Solutions 1 LLC is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time SR APPLICATION SUPPORT & SERVICENOW ENG role?

This is a full-time SR APPLICATION SUPPORT & SERVICENOW ENG position at Professional Solutions 1 LLC.

How do I apply for the SR APPLICATION SUPPORT & SERVICENOW ENG position at Professional Solutions 1 LLC?

You can apply for this SR APPLICATION SUPPORT & SERVICENOW ENG position by clicking the "Apply Now" button on this page, which will take you to Professional Solutions 1 LLC's application portal.

SR APPLICATION SUPPORT & SERVICENOW ENG at Professional Solutions 1 LLC

United States

<div><div>Position SummaryProvides advanced application support, systems analysis, access administration, and ServiceNow-based incident management for OBIWAN’s FAA user community. The position performs initial triage, Tier 1 and Tier 2 resolution, selected Tier 3 technical analysis, account and credential support, escalation coordination, testing, user communications, documentation, knowledge management, trend analysis, and continuous service improvement for an enterprise financial reporting platform.The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of Agility: rapid adaptation to the changing requirements and environment of our clients; Excellence: Service quality that exceeds the expectations of our clients; Integrity: Accountability and honesty−always doing the right thing; and Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees. Essential Duties and Responsibilities<div style="margin-left:0in;"><ul style="list-style-type: disc;margin-left: 5.85px;"><li style="margin-left:0in;">Receive, review, classify, prioritize, assign, document, and manage OBIWAN incidents, service requests, access requests, and user questions in ServiceNow.</li><li style="margin-left:0in;">Provide initial triage and Tier 1/Tier 2 support for OBIWAN access, user IDs, passwords, security keys, authentication, reports, dashboards, data questions, browser/client behavior, and common business-application issues.</li><li style="margin-left:0in;">Administer or coordinate user accounts, access permissions, passwords, security keys, roles, and entitlements in accordance with FAA standards, approved authorization workflows, least-privilege principles, and separation-of-duties requirements.</li><li style="margin-left:0in;">Perform systems analysis and structured troubleshooting: reproduce reported problems, gather evidence and logs, query data when authorized, identify likely causes, apply approved solutions, validate results, and confirm resolution with users.</li><li style="margin-left:0in;">Provide selected Tier 3 support for application services, logical database behavior, report configuration, routine application management, and code-related diagnosis within the employee’s technical authority.</li><li style="margin-left:0in;">Escalate software, report, database, integration, infrastructure, cybersecurity, or code issues to the appropriate technical specialist with complete diagnostic information, business impact, user examples, timestamps, screenshots, and steps to reproduce.</li><li style="margin-left:0in;">Maintain timely and accurate ServiceNow ownership, status, work notes, user communications, resolution codes, closure documentation, linked problems/changes, and knowledge references.</li><li style="margin-left:0in;">Immediately notify the Program Manager and Program Office when a Tier 1 ticket cannot be resolved within three business days, a Tier 2 ticket within five business days, or a Tier 3 ticket within ten business days.</li><li style="margin-left:0in;">Coordinate with the FAA national help desk, which receives telephone calls and creates tickets, and maintain clear handoffs between national help desk personnel, OBIWAN support, technical specialists, source-system teams, and users.</li><li style="margin-left:0in;">Establish, maintain, and improve the knowledge base for software and support activities, including frequently asked questions, known-error records, access instructions, troubleshooting guides, standard responses, user procedures, and escalation paths.</li><li style="margin-left:0in;">Identify recurring incidents, aging tickets, common user errors, training needs, data-quality patterns, and process weaknesses; recommend documentation, training, automation, application, or workflow improvements.</li><li style="margin-left:0in;">Support testing and validation of report changes, application fixes, access changes, data corrections, security updates, and production releases from the user-support perspective.</li><li style="margin-left:0in;">Protect non-public FAA information and ensure tickets, attachments, screenshots, logs, and communications contain only authorized data and are handled under FAA records and security requirements.</li><li style="margin-left:0in;">Produce helpdesk metrics, ticket aging, resolution performance, escalation status, recurring issue analysis, user-impact summaries, and recommendations for Monthly Status Reports and Monthly O&M Reports.</li><li style="margin-left:0in;">Participate in transition knowledge transfer, maintain support runbooks and contact lists, and cross-train team members so user services continue during absences or surge events.</li></ul></div>Required Technical and Professional Competencies<div style="margin-left:0in;"><ul style="list-style-type: disc;margin-left: 5.85px;"><li style="margin-left:0in;">Advanced experience using ServiceNow or a comparable IT service-management platform for incidents, requests, problems, changes, assignments, escalations, knowledge articles, metrics, and service-level tracking.</li><li style="margin-left:0in;">Strong systems-analysis and application-troubleshooting skills, including the ability to interpret user symptoms, reproduce issues, review logs, query data, isolate dependencies, and validate solutions.</li><li style="margin-left:0in;">Working knowledge of Oracle Analytics / OBIEE, enterprise reporting, SQL/query concepts, user-access controls, authentication, financial data, and common browser/client issues.</li><li style="margin-left:0in;">Ability to communicate clearly with non-technical users and technical specialists, translating business impact into actionable technical information and technical findings into understandable user guidance.</li><li style="margin-left:0in;">Knowledge of IT service management, incident/problem/change practices, knowledge management, quality documentation, and continuous service improvement.</li><li style="margin-left:0in;">Ability to manage multiple priorities, maintain accurate ticket records, meet escalation timeframes, and exercise independent judgment while protecting sensitive information.</li><li style="margin-left:0in;">Strong writing skills for user instructions, standard operating procedures, known-error articles, status updates, trend reports, and resolution documentation.</li></ul></div>Minimum Education and Experience<div style="margin-left:0in;"><ul style="list-style-type: disc;margin-left: 5.85px;"><li style="margin-left:0in;">Bachelor’s degree in information systems, computer science, business systems, accounting, finance, data analytics, or a related field; directly relevant experience may substitute for a portion of formal education.</li><li style="margin-left:0in;">At least five years of experience supporting enterprise business applications, financial systems, analytics/reporting platforms, or comparable federal information systems.</li><li style="margin-left:0in;">At least three years of hands-on experience with ServiceNow or a comparable enterprise IT service-management platform.</li><li style="margin-left:0in;">Demonstrated experience with Tier 1/Tier 2 support, technical escalation, access administration, incident documentation, user communications, testing, and knowledge-base development.</li><li style="margin-left:0in;">Experience supporting financial, accounting, budget, procurement, or business-intelligence users and data is strongly preferred.</li></ul></div>Preferred Qualifications<div style="margin-left:0in;"><ul style="list-style-type: disc;margin-left: 5.85px;"><li style="margin-left:0in;">ServiceNow Certified System Administrator, ITIL Foundation, Oracle Analytics, Security+, or comparable service-management/application credential.</li><li style="margin-left:0in;">Experience with FAA systems, OBIWAN, DELPHI, PRISM, Oracle Analytics Server, or other federal financial-reporting platforms.</li><li style="margin-left:0in;">Working experience with SQL, JIRA, Git, Jenkins, Agile/DevSecOps, test management, release validation, and root-cause analysis.</li><li style="margin-left:0in;">Experience administering accounts, roles, credentials, PIV/MFA access, service accounts, or authorization workflows in federal environments.</li><li style="margin-left:0in;">Experience building operational dashboards and trend analyses from ServiceNow or similar ticket data.</li></ul></div>CertificationsNo certification is contractually mandated. ServiceNow, ITIL, Oracle Analytics, Security+, or comparable technical/service-management certifications are preferred when supported by relevant experience.Core Competencies<table border="0" cellspacing="0" cellpadding="0"><tbody><tr><td valign="top" style="width: 50%;">• ServiceNow and ITSM operations</td><td valign="top" style="width: 50%;">• Application and user support</td></tr><tr><td valign="top" style="width: 50%;">• Systems analysis and troubleshooting</td><td valign="top" style="width: 50%;">• Access administration</td></tr><tr><td valign="top" style="width: 50%;">• Customer communication and escalation</td><td valign="top" style="width: 50%;">• Knowledge management</td></tr><tr><td valign="top" style="width: 50%;">• Ticket metrics and trend analysis</td><td valign="top" style="width: 50%;">• Quality documentation and continuous improvement</td></tr></tbody></table> Supervisory ResponsibilitiesThis position has no routine direct reports. The employee may coordinate ticket ownership, lead support huddles, provide peer review, mentor junior or backup personnel, and direct user-support activities during incidents or high-volume periods.Work Environment and Physical RequirementsWork is primarily performed remotely or at a Contractor facility using Government-furnished equipment and FAA systems. The role requires extended computer and telephone use, frequent written communication, sustained attention to detailed ticket and access records, and occasional support outside normal hours for high-impact incidents, releases, or user-impacting outages.Performance Expectations<div style="margin-left:0in;"><ul style="list-style-type: disc;margin-left: 5.85px;"><li style="margin-left:0in;">Users receive responsive, accurate, respectful support and clear communications throughout the ticket lifecycle.</li><li style="margin-left:0in;">Tickets are correctly categorized, prioritized, documented, escalated, resolved, and closed within required timeframes or promptly reported when thresholds cannot be met.</li><li style="margin-left:0in;">Access actions are authorized, traceable, secure, and consistent with least privilege and FAA procedures.</li><li style="margin-left:0in;">Recurring issues are converted into useful knowledge content, preventive improvements, training, or technical problem records.</li><li style="margin-left:0in;">ServiceNow data and monthly metrics accurately reflect workload, aging, trends, user impact, resolution performance, and improvement opportunities.</li></ul></div>Position Description DisclaimerThis description summarizes the position’s primary duties and may be revised for related business or contract needs. It does not create an employment contract. Reasonable accommodations may be provided in accordance with applicable law and company policy.Additional InformationProSol is an equal opportunity employer, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.</div></div>

Apply Now

Remote Opportunity

SR APPLICATION SUPPORT & SERVICENOW ENG

Join Professional Solutions 1 LLC as a senior professional working remotely from United States. Explore the role, benefits, and apply in one place.

SR APPLICATION SUPPORT & SERVICENOW ENG

Professional Solutions 1 LLC

Full Time

2 months ago

Position Summary Provides advanced application support, systems analysis, access administration, and ServiceNow-based incident management for OBIWAN’s FAA user community.

United States

Engineering

Senior

ServiceNow

Application Support

Systems Analysis

+5 more

Job Description

Position Summary

Provides advanced application support, systems analysis, access administration, and ServiceNow-based incident management for OBIWAN’s FAA user community. The position performs initial triage, Tier 1 and Tier 2 resolution, selected Tier 3 technical analysis, account and credential support, escalation coordination, testing, user communications, documentation, knowledge management, trend analysis, and continuous service improvement for an enterprise financial reporting platform.

The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of Agility: rapid adaptation to the changing requirements and environment of our clients; Excellence: Service quality that exceeds the expectations of our clients; Integrity: Accountability and honesty−always doing the right thing; and Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees.

Essential Duties and Responsibilities

Receive, review, classify, prioritize, assign, document, and manage OBIWAN incidents, service requests, access requests, and user questions in ServiceNow.
Provide initial triage and Tier 1/Tier 2 support for OBIWAN access, user IDs, passwords, security keys, authentication, reports, dashboards, data questions, browser/client behavior, and common business-application issues.
Administer or coordinate user accounts, access permissions, passwords, security keys, roles, and entitlements in accordance with FAA standards, approved authorization workflows, least-privilege principles, and separation-of-duties requirements.
Perform systems analysis and structured troubleshooting: reproduce reported problems, gather evidence and logs, query data when authorized, identify likely causes, apply approved solutions, validate results, and confirm resolution with users.
Provide selected Tier 3 support for application services, logical database behavior, report configuration, routine application management, and code-related diagnosis within the employee’s technical authority.
Escalate software, report, database, integration, infrastructure, cybersecurity, or code issues to the appropriate technical specialist with complete diagnostic information, business impact, user examples, timestamps, screenshots, and steps to reproduce.
Maintain timely and accurate ServiceNow ownership, status, work notes, user communications, resolution codes, closure documentation, linked problems/changes, and knowledge references.
Immediately notify the Program Manager and Program Office when a Tier 1 ticket cannot be resolved within three business days, a Tier 2 ticket within five business days, or a Tier 3 ticket within ten business days.
Coordinate with the FAA national help desk, which receives telephone calls and creates tickets, and maintain clear handoffs between national help desk personnel, OBIWAN support, technical specialists, source-system teams, and users.
Establish, maintain, and improve the knowledge base for software and support activities, including frequently asked questions, known-error records, access instructions, troubleshooting guides, standard responses, user procedures, and escalation paths.
Identify recurring incidents, aging tickets, common user errors, training needs, data-quality patterns, and process weaknesses; recommend documentation, training, automation, application, or workflow improvements.
Support testing and validation of report changes, application fixes, access changes, data corrections, security updates, and production releases from the user-support perspective.
Protect non-public FAA information and ensure tickets, attachments, screenshots, logs, and communications contain only authorized data and are handled under FAA records and security requirements.
Produce helpdesk metrics, ticket aging, resolution performance, escalation status, recurring issue analysis, user-impact summaries, and recommendations for Monthly Status Reports and Monthly O&M Reports.
Participate in transition knowledge transfer, maintain support runbooks and contact lists, and cross-train team members so user services continue during absences or surge events.

Required Technical and Professional Competencies

Advanced experience using ServiceNow or a comparable IT service-management platform for incidents, requests, problems, changes, assignments, escalations, knowledge articles, metrics, and service-level tracking.
Strong systems-analysis and application-troubleshooting skills, including the ability to interpret user symptoms, reproduce issues, review logs, query data, isolate dependencies, and validate solutions.
Working knowledge of Oracle Analytics / OBIEE, enterprise reporting, SQL/query concepts, user-access controls, authentication, financial data, and common browser/client issues.
Ability to communicate clearly with non-technical users and technical specialists, translating business impact into actionable technical information and technical findings into understandable user guidance.
Knowledge of IT service management, incident/problem/change practices, knowledge management, quality documentation, and continuous service improvement.
Ability to manage multiple priorities, maintain accurate ticket records, meet escalation timeframes, and exercise independent judgment while protecting sensitive information.
Strong writing skills for user instructions, standard operating procedures, known-error articles, status updates, trend reports, and resolution documentation.

Minimum Education and Experience

Bachelor’s degree in information systems, computer science, business systems, accounting, finance, data analytics, or a related field; directly relevant experience may substitute for a portion of formal education.
At least five years of experience supporting enterprise business applications, financial systems, analytics/reporting platforms, or comparable federal information systems.
At least three years of hands-on experience with ServiceNow or a comparable enterprise IT service-management platform.
Demonstrated experience with Tier 1/Tier 2 support, technical escalation, access administration, incident documentation, user communications, testing, and knowledge-base development.
Experience supporting financial, accounting, budget, procurement, or business-intelligence users and data is strongly preferred.

Preferred Qualifications

ServiceNow Certified System Administrator, ITIL Foundation, Oracle Analytics, Security+, or comparable service-management/application credential.
Experience with FAA systems, OBIWAN, DELPHI, PRISM, Oracle Analytics Server, or other federal financial-reporting platforms.
Working experience with SQL, JIRA, Git, Jenkins, Agile/DevSecOps, test management, release validation, and root-cause analysis.
Experience administering accounts, roles, credentials, PIV/MFA access, service accounts, or authorization workflows in federal environments.
Experience building operational dashboards and trend analyses from ServiceNow or similar ticket data.

Certifications

No certification is contractually mandated. ServiceNow, ITIL, Oracle Analytics, Security+, or comparable technical/service-management certifications are preferred when supported by relevant experience.

Core Competencies

• ServiceNow and ITSM operations	• Application and user support
• Systems analysis and troubleshooting	• Access administration
• Customer communication and escalation	• Knowledge management
• Ticket metrics and trend analysis	• Quality documentation and continuous improvement

Supervisory Responsibilities

This position has no routine direct reports. The employee may coordinate ticket ownership, lead support huddles, provide peer review, mentor junior or backup personnel, and direct user-support activities during incidents or high-volume periods.

Work Environment and Physical Requirements

Work is primarily performed remotely or at a Contractor facility using Government-furnished equipment and FAA systems. The role requires extended computer and telephone use, frequent written communication, sustained attention to detailed ticket and access records, and occasional support outside normal hours for high-impact incidents, releases, or user-impacting outages.

Performance Expectations

Users receive responsive, accurate, respectful support and clear communications throughout the ticket lifecycle.
Tickets are correctly categorized, prioritized, documented, escalated, resolved, and closed within required timeframes or promptly reported when thresholds cannot be met.
Access actions are authorized, traceable, secure, and consistent with least privilege and FAA procedures.
Recurring issues are converted into useful knowledge content, preventive improvements, training, or technical problem records.
ServiceNow data and monthly metrics accurately reflect workload, aging, trends, user impact, resolution performance, and improvement opportunities.

Position Description Disclaimer

This description summarizes the position’s primary duties and may be revised for related business or contract needs. It does not create an employment contract. Reasonable accommodations may be provided in accordance with applicable law and company policy.

Additional Information

ProSol is an equal opportunity employer, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.

Skills

ServiceNow

Application Support

Systems Analysis

Access Administration

Oracle Analytics

SQL

ITSM

OBIEE

Ready to Apply?

Join Professional Solutions 1 LLC today

Posted 2 months ago

More Engineering roles you might like

Discover similar opportunities from companies that are also hiring remotely.

Consultor Oracle Fusion SCM / PLM - Bilingüe Remoto

Towa

Full Time

15 hours ago

📍 Modalidad: Remoto | 🇲🇽 Vacante exclusiva para residentes mexicanos 🗣️ Inglés: Conversacional avanzado indispensable 🕐 Horario: 1:00 PM a 8:00 PM PST (horario de California) 💰 Esquema de contratación: Honorarios 🚀 Sobre la posición Buscamos una persona para la posición de Consultor(a)…

Mexico

Engineering

Backend Engineering

Senior

Oracle Fusion Cloud SCM

Supply Chain Management

Product Lifecycle Management

+5 more

Senior Webflow Developer

Brightscout

Full Time

15 hours ago

The Role As a Senior Webflow Developer at BRIGHTSCOUT , you will own the architecture and implementation of complex Webflow websites for B2B tech companies.

Argentina

Engineering

Backend Engineering

Senior

Webflow

HTML

CSS

+5 more

Assistant Team Leader - FCM After Hours

Flight Centre

Full Time

15 hours ago

  About the Opportunity Join Corporate After Hours and play a key leadership role supporting operational excellence across a 24/7 environment.   As an Assistant Team Leader, you'll work closely with Team Leaders to deliver exceptional service outcomes, support team performance, and foster…

Worldwide

Engineering

Backend Engineering

Mid

Leadership

Operational Excellence

Customer Service

+5 more

Explore more remote openings

Browse fresh listings from our global community of remote-friendly teams.

Appointment Setter (Telesales, Freelance, Remote)

In Marketing We Trust

Contract

14 hours ago

What In Marketing We Trust is all about We're a technical performance marketing agency, and we exist to solve tough problems in marketing. We bring an engineering mindset to complex marketing situations to deliver scalable performance that generates an exponential return on investment.

Australia

Sales

Account Executive

Mid

Telesales

Lead Qualification

Appointment-setting

+5 more

Appointment Setter (Telesales, Freelance, Remote)

In Marketing We Trust

Contract

14 hours ago

Australia

Sales

Account Executive

Mid

Telesales

Lead Qualification

Appointment-setting

+5 more

QA Analyst

Brightscout

Full Time

15 hours ago

The Role As a Quality Assurance Analyst at BRIGHTSCOUT, you will play a crucial role in ensuring the quality and flawless execution of our digital experiences—across both websites and applications.

Argentina

Data

Data Science

Mid

Quality Assurance

Functional Testing

Visual Testing

+5 more

Revenue Operations Specialist (Toronto, Canada)

Fortive

Full Time

15 hours ago

Revenue Operations Specialist Position Overview The Revenue Operations Specialist plays a key role in supporting Intelex's Quote-to-Cash (QTC) process by partnering with Sales, Renewals, Finance, Billing, Legal, and other cross-functional teams.

Canada

Operations

Mid

Revenue Operations

Sales Operations

Salesforce

+5 more

Sales Manager Filtration Africa & Nordics

Imerys

Full Time

15 hours ago

The Company Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.4 billion in revenue and 12,300 employees in 40 countries in 2025.

France

Sales

Account Executive

Senior

Sales Management

Strategic Account Planning

Commercial negotiation

+5 more

Program Manager

Shuru Technologies Private Limited

Full Time

15 hours ago

This is a remote position. Shuru is a self-managed technology team specializing in accelerating visions through product, technology, and AI leadership. With a focus on bespoke execution, we deliver impactful solutions that are scalable and designed for success.

Worldwide

Operations

Mid

Scrum

Agile

Jira

+5 more

Candidate Manager, Fixed Term (6 months)

InstantScripts

Contract

AUD 70k - AUD 80k

15 hours ago

Company Description At InstantScripts, we believe healthcare should be accessible, flexible, and driven by excellence. As Australia's leading online medical services provider, we are reshaping how patients access care, and that starts with building an exceptional clinical workforce.

Australia

Engineering

Backend Engineering

Mid

Recruitment

Candidate Management

Credentialing

+5 more

DevOps Support Engineer

Buildkite

Full Time

15 hours ago

About Buildkite Buildkite's CI platform is trusted by the world's leading engineering teams, helping ship software used by more than 1 billion people every day.

United Kingdom

Ireland

Poland

Engineering

DevOps / SRE

Senior

Bash

Ruby on Rails

Golang

+5 more

Senior Customer Advocate (English & German)

Boldr

Full Time

15 hours ago

A LITTLE BIT ABOUT Boldr • Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. • We are a global team, united by our desire to connect diverse people with common values for boldr impact.

Mexico

Engineering

Backend Engineering

Mid

Customer Service

Email Support

Chat support

+5 more

Customer Support Specialist

Pearl Certification

Full Time

$55k - $65k

16 hours ago

About the role The Customer Support Specialist handles front line customer requests and the operational data work that keeps Pearl’s certification and reporting pipeline running.

United States

Customer Success

Customer Success Management

Entry

Customer Support

Data Processing

Ticket Management

+5 more

Sr. Technical Program Manager I (Remote Eligible in Bulgaria)

Smartsheet

Full Time

€38.5k - €47.25k

16 hours ago

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents.

Worldwide

Operations

Senior

Program Management

Project Management

Change Management

+5 more

Ad Monetization Manager (Remote)

Mode Mobile

Full Time

16 hours ago

Who We Are ( Mode.Inc ) Mode.Inc is the parent company of a portfolio of technology businesses, including Mode Mobile, the creator of EarnOS, a transformational software platform that turns ordinary smartphones into "EarnPhones".

Worldwide

Engineering

Backend Engineering

Mid

Ad operations

Revenue Optimization

Data Analysis

+5 more