Llnl
Application Support Manager
Livermore, CA, United States · Contract
No sponsorship$129k-$164kDetected 15 hours ago
Cloud PlatformsCybersecurityComplianceMedical DevicesResearchLeadershipCommunicationCollaborationMentoring
About the role
- Join us and make YOUR mark on the World!
- Lawrence Livermore National Laboratory (LLNL) has turned bold ideas into world-changing impact advancing science and technology to strengthen U.S. security and promote global stability.
- With a culture built on innovation and operational excellence, LLNL is a place where your expertise can make a real impact.
Responsibilities
- Operate and coordinate a unified Tier 1 and Tier 2 application support function across the SD Apps portfolio.
- Apply and standardize established support processes for intake, triage, routing, escalation, and customer communication to improve consistency and repeatability.
- Follow and apply defined escalation paths from Tiers 1 and 2 into Tiers 3 and 4. This includes coordinating with infrastructure, platform, application teams, and/or vendor support when higher-tier response is needed.
- Maintain working relationships with relevant LLNL help desk support teams to clarify support boundaries, handoffs, and escalation expectations.
- Help establish and maintain the SD Apps application portfolio in ServiceNow, including business services, assignment groups, and support workflows, in partnership with the LivIT Enterprise Service Management Office (eSMO), which manages ServiceNow for LLNL.
- Build and maintain dashboards and operational reporting, tracking metrics such as ticket volume, response and resolution time, backlog, escalation rate, and recurring issue patterns.
- Develop and maintain support process documentation, escalation guidance, and knowledge base content to reduce reliance on informal knowledge.
- Perform other duties as assigned.
- Lead the design of the unified support model, setting priorities, standards, and expectations for lower-tier support delivery where the path forward is not well defined.
- Identify capability gaps and drive process-maturity initiatives, partnering with the DPL-O to recommend staffing, development, and continuous-improvement actions that strengthen the function over time.
Requirements
- If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter.
- Depending on your job duties, you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession.
- If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond.
- Direct cross-team escalation and coordination, elevating unresolved operational issues, recurring blockers, and support risks to DPL-O and program leadership when leadership action is required.
Compensation
- $129,150 - $163,764 Annually for the TSS.2 level
- $154,950 - $196,476 Annually for the TSS.3 level
- This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage.
- An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.
Benefits
- Flexible Benefits Package
- Education Reimbursement Program
- Flexible schedules (*depending on project needs)
- Coordinate day-to-day support workload, coverage, and priorities, and provide programmatic direction and informal mentoring to lower-tier support staff.
- Bachelor's degree in science, technology, engineering, business, information systems, or related field, or equivalent combination of education and related experience.
Company info
- https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf
- Equal Employment Opportunity
- We are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.
- Reasonable Accommodation
- Our goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory.
- If you need a reasonable accommodation during the application or the recruiting process, please use our online form to submit a request.
- The California Consumer Privacy Act (CCPA) grants privacy rights to all California resid
Equal opportunity
- All your information will be kept confidential according to EEO guidelines.
Visa & Work Authorization
- DOE Q-level security clearance which requires U
This listing is sourced directly from Llnl's careers page and normalized into a canonical job model.