Centerra Group LLC.

Senior Application Support Analyst

US-FL-Palm Beach Gardens
Job ID
Information Technology - Desktop Support


Centerra, a Constellis Company, is the world’s leading international government solutions group, specializing in sectors where security, safety and mitigation of operational risk are considered strategic necessities. Centerra has evolved beyond security and fire support services, and continues to diversify and expand offerings primarily through organic growth and select targeted acquisitions. Centerra is now recognized as a major provider of integrated facilities support services for government and top commercial customers. Centerra’s lines of business include Security, Nuclear Surety, Fire and Emergency Services, Base Operations Support (BOS), Facilities, Fleet, Construction and Training services.

Centerra is seeking a Senior Application Support Analyst to work at our headquarters located in Palm Beach Gardens, Florida or Reston, VA.

EOE Minority/Female/Veteran/Disability/Sexual Orientation/Gender Identity. Centerra is an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace.


The Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement software applications training programs and related courseware.

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes at various levels, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications as applicable.
• Record, track, process diagram and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Apply diagnostic utilities to aid in troubleshooting.
• Manage and/or provide guidance to junior members of the team.


• College diploma or university degree in the field of computer science, information systems, and/or 10 years equivalent work experience.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Deltek Costpoint, Deltek Time & Expense, IBM Cognos Report Development & Administration.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Broad knowledge of programming languages and techniques, including SQL and TSQL.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of general accounting practices and payroll for government contractors.
• Good understanding of the organization’s goals and objectives.
• Able to use Microsoft Office productivity suite.
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly, high aptitude.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.
• Occasional travel between training locations required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.


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