Sr Application Support Analyst

Hi,

Greetings from DIA SOFTWARE SOLUTIONS LLC!

We reaching out about an exciting Direct client opportunity with one of our clients. Please review the requirements and let me know if you are interested in this position?

Direct client Req:: Need Sr Application Support Analyst ,Onsite, VA

PLEASE SEND THE RESUMES TO SKUMAR AT DIASOFTWARESOLUTIONS DOT COM !

Job Description:

A new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs, Consumer Protection (CP), to now receive digital applications and renewals from the more than 12,000 charitable organizations that register to solicit funds in the Commonwealth.

This is part of an agency-wide initiative, called NexGen Regulatory Platform, to modernize the use of technology to better serve residents of Virginia as well as make government duties more efficient. The Evoke online platform will be rolled out for about 20 programs over the next decade and is being supported by the Office of Information Systems, Administrative and Financial Services.

Responsibilities

• Serve as the primary point of contact for end users seeking assistance with a regulatory casemanagement or licensing application built on a lowcode platform.
• Triage, diagnose, and resolve userreported issues, escalating to technical teams when needed.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the organization s ticketing system.
• Assist with onboarding new users, including account access requests and orientation to system features.
• Assist in updating and maintaining userfriendly support materials such as quickstart guides, FAQs, and knowledgebase articles.
• Conduct routine quality checks to validate system behavior and identify potential issues proactively.
• Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
• Support release cycles by helping test new features, documenting results, and guiding users through changes.
• Ensure all support activities align with agency policies, regulatory requirements, and datasecurity standards.

Qualifications

• Strong customer service skills, with the ability to remain patient, clear, and solutionoriented when assisting users of varying technical abilities.
• Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
• Experience providing customer or technical support for SaaS or lowcode/nocode applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
• Strong communication skills, with an ability to translate technical concepts into clear, userfriendly guidance.
• Experience supporting government, regulatory, or compliancedriven applications preferred.
• Detailoriented, organized, and capable of managing multiple requests simultaneously.
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
• Ability to work independently while collaborating effectively with crossfunctional teams.

Fill the above skills in the below box and have consultant to complete

SKILLS MATRIX

DIA SOFTWARE SOLUTIONS LLC.

VINOD| DIA SOFTWARE SOLUTIONS LLC.

Direct: Eight Zero Four Three Six Five Six Nine Three Six

DIA SOFTWARE SOLUTIONS is an Affirmative Action/Equal Opportunity Employer that supports workplace diversity. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, marital or family status, sexual orientation, gender identity, or genetic information. All Dia soft staff must be able to demonstrate the legal right to work in the United States. DIA SOFTWARE SOLUTIONS is an E-Verify employer