Application Operations Analyst

Koniag Government Services, LLC•Washington, DC

2d•$110,000 - $125,000•Onsite

About The Position

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an Application Operations Analyst with a Secret security clearance to support KITS and our government customer in Washington, DC. The Application Operations Analyst provides day-to-day operational support, monitoring, and administration for CLIENT's enterprise application portfolio, SaaS platforms, and integration environments. This individual serves as a frontline operations resource within the enterprise applications and integration team, handling routine application support tasks, monitoring application health and performance, managing application-related tickets, and contributing to the overall stability and reliability of CLIENT's enterprise application environment. This individual must demonstrate solid technical proficiency in enterprise application operations, strong attention to detail, excellent customer service skills, and a commitment to security and compliance in all application support activities. While escalating complex issues to the Senior Application Operations Engineer or Applications & Integration Lead as appropriate, this individual is expected to resolve routine and moderately complex application support tasks autonomously and within established service level objectives.

Requirements

Minimum 2–4 years of hands-on enterprise application operations or IT support experience
Demonstrated experience providing operational support for enterprise applications in a Federal or comparable environment
Experience managing application support activities using a formal ITSM platform (e.g., ServiceNow, Remedy)
Familiarity with SaaS platform administration and user management in an enterprise environment
Experience with application health monitoring tools and dashboards
Demonstrated strong customer service skills and ability to communicate technical information clearly to non-technical users
Familiarity with ITIL 4 service management practices as applied to application operations
Solid proficiency in: Enterprise application support, monitoring, and administration
Solid proficiency in: SaaS platform user management and basic configuration
Solid proficiency in: Application incident triage, classification, and escalation
Solid proficiency in: ITSM platforms and ticketing workflows (e.g., ServiceNow)
Solid proficiency in: User access provisioning and deprovisioning
Solid proficiency in: Application health monitoring and dashboard management
Solid proficiency in: Basic integration monitoring and incident detection
Working knowledge of: Microsoft 365 application administration basics
Working knowledge of: Azure Government and Microsoft Entra user management basics
Working knowledge of: FedRAMP requirements for SaaS and cloud-based applications
Working knowledge of: Zero Trust Architecture principles as applied to application access
Working knowledge of: NIST SP 800-53 security controls for enterprise applications
Working knowledge of: REST API concepts and basic troubleshooting
Working knowledge of: Release and environment management fundamentals
Working knowledge of: ITIL 4 incident, service request, and change management practices
Secret security clearance

Nice To Haves

Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Certified: Azure Fundamentals (AZ-900)
AWS Cloud Practitioner
Prior experience supporting Federal civilian agency enterprise application environments
Familiarity with CLIENT or similar agency application portfolios and SaaS platforms
Experience with Agile/Scrum delivery models in an application operations context
Experience with application monitoring platforms (e.g., Dynatrace, AppDynamics, Azure Monitor)
Demonstrated experience with SaaS platform administration for common Federal enterprise tools
Experience supporting user access reviews and access certification activities
Familiarity with basic scripting or automation concepts (e.g., PowerShell, Python) for application operations tasks
Active Secret clearance or higher (not required but preferred)

Responsibilities

Provide day-to-day operational support and monitoring for CLIENT's enterprise application portfolio, including agency-specific business applications, productivity tools, and mission-critical systems
Monitor enterprise application health, performance, and availability using Government-provided monitoring tools and dashboards
Detect, triage, and classify application incidents and service requests in accordance with established priority levels and response procedures
Execute initial triage and resolution steps for routine and moderately complex application incidents, escalating complex issues to the Senior Application Operations Engineer or Applications & Integration Lead as appropriate
Manage application-related tickets in the Government ITSM platform, ensuring accurate, complete, and timely documentation of all support activities
Contribute to achieving service level objectives for application incident acknowledgment, response, and resolution
Support daily administration of CLIENT's SaaS platform portfolio, including user management, access provisioning and deprovisioning, basic configuration tasks, and license tracking
Monitor SaaS platform health and performance, escalating issues to the Senior Application Operations Engineer or SaaS vendors as appropriate
Execute routine SaaS platform configuration tasks in accordance with established procedures and change management practices
Maintain accurate SaaS platform user records, license counts, and configuration documentation in the Government ITSM platform
Coordinate with the Asset/Financial Management team on SaaS license tracking and renewal activities
Support SaaS vendor communication for routine support cases and service requests
Monitor CLIENT's enterprise integration platforms and middleware environments for failures, performance degradation, and data pipeline issues
Detect and triage integration incidents, executing initial resolution steps for routine issues and escalating complex integration failures to the Senior Application Operations Engineer
Document integration incidents accurately in the Government ITSM platform, including failure details, impacted interfaces, and resolution actions
Support routine integration administration tasks, including job monitoring, interface status checks, and basic configuration updates
Maintain accurate integration monitoring records and contribute to integration health reporting
Coordinate with application teams and the Senior Application Operations Engineer on integration incident resolution and follow-up
Support release and environment management activities for CLIENT's enterprise application portfolio under the direction of the Applications & Integration Lead and Senior Application Operations Engineer
Execute routine environment management tasks, including environment status checks, configuration verification, and data refresh coordination
Assist in preparation and execution of application releases, including pre-release checklists, deployment monitoring, and post-release validation
Maintain accurate environment status records, release checklists, and deployment documentation in the Government ITSM platform
Coordinate with application teams and infrastructure teams on environment availability and readiness for release activities
Support change management activities for application releases in accordance with ITIL 4 change management practices
Manage routine user access requests for enterprise applications, including provisioning, deprovisioning, and access modification tasks
Ensure user access changes are processed accurately and in accordance with least-privilege and separation-of-duties principles
Maintain accurate user access records and license utilization data in the Government ITSM platform
Coordinate with the Microsoft Infrastructure team on access management activities that involve Microsoft Entra or Active Directory
Support periodic access reviews and certification activities for enterprise applications
Escalate complex access management issues to the Senior Application Operations Engineer or Applications & Integration Lead as appropriate
Contribute to application health reporting, service-level tracking, and Sprint metrics for the enterprise applications and integration team
Maintain accurate application monitoring records, incident logs, and performance data in the Government ITSM platform
Generate routine application health and availability reports for review by the Applications & Integration Lead
Identify trends in application incident data and communicate findings to the Senior Application Operations Engineer or Applications & Integration Lead
Support development and maintenance of application operations dashboards and reporting templates
Contribute accurate data to monthly status reports, ITSM metrics dashboards, and Sprint Review demonstrations
Maintain and update application operations documentation, configuration records, and knowledge base articles in the Government ITSM platform
Follow and contribute to standard operating procedures and runbooks for enterprise application operations
Document common application issues, resolutions, and workarounds to support knowledge base development and Service Desk first-contact resolution improvements
Ensure all application change activities are accurately documented in accordance with ITIL 4 change management practices
Support cross-training efforts to ensure coverage continuity and team depth across enterprise application operations functions
Actively participate in Agile Sprint Planning, Daily Coordination, Sprint Reviews, and Retrospectives
Contribute to the prioritized backlog for enterprise application operations work items
Deliver committed Sprint work items at or above the 85% completion target
Provide timely and accurate updates on application support activities, ticket status, and project progress to the Applications & Integration Lead
Contribute actionable improvement recommendations to Sprint Retrospectives based on operational observations and metrics
Ensure all enterprise application operations activities comply with FISMA, NIST SP 800-53, FedRAMP, and CLIENT cybersecurity policies
Apply least-privilege and separation-of-duties principles to all application access management and administration activities
Adhere to all CLIENT policies regarding handling of CUI, SBU, and FOUO information
Promptly report suspected or confirmed security incidents involving enterprise applications per CLIENT procedures
Support security assessment activities and audit evidence collection for enterprise applications as directed