L2 Application Support Specialist
First seen by Alion on Oct 16, 2026.
Responsibilities :
- Provide global L2 application support across the PCM ecosystem.
- Manage and resolve incidents, service requests, and production issues through ServiceNow and Jira.
- Troubleshoot cross-system integration and application issues across PCM, Censhare, PI Center, PIM/API, and related systems.
- Perform SQL-based data validation, analysis, and troubleshooting.
- Monitor application health, system performance, and alerts using Datadog and Grafana.
- Handle production activities including re-exports, translation orders, data issues, and other operational requests.
- Support user access management through XIAM and PIM.
- Perform root-cause analysis (RCA) for recurring incidents and contribute to permanent issue resolution.
- Collaborate with global application, integration, and business teams to resolve issues within agreed SLAs.
- Maintain and update runbooks, technical documentation, knowledge articles, and support procedures.
- Identify opportunities for continuous improvement and operational efficiency.
Skills :
- 5+ years of experience in L2 application support, production support, or a similar support role.
- Strong hands-on experience with SQL for data validation, analysis, and troubleshooting.
- Experience working with REST APIs and troubleshooting application/integration issues.
- Hands-on experience with ServiceNow and Jira for incident and service-request management.
- Experience with application monitoring tools such as Datadog.
- Good understanding of production support, incident management, SLA management, and RCA.
- Experience troubleshooting issues across multiple integrated applications and systems.
- Strong communication and stakeholder-management skills with the ability to work with global teams.
Skills
SQL, ServiceNow, Datadog, Applications Support, Technical Support, IT Operations, SLA, PIM