Application Operations Analyst

VIATEQ Corporation is looking for an Application Operations Analyst to support our prime contractor and government customer in Washington, DC. Primary work will be performed at the client site in Washington, DC. This position requires the candidate to be able to obtain a Public Trust.

The Application Operations Analyst provides day-to-day operational support, monitoring, and administration for the 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 the 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.

Responsibilities:

Enterprise Application Support & Monitoring:

• Provide day-to-day operational support and monitoring for the 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

SaaS Platform Administration:

• Support daily administration of the 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

Integration Monitoring & Support:

• Monitor the 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

Release & Environment Support:

• Support release and environment management activities for the 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

User Access & License Management:

• 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

Application Health Reporting & Analytics:

• 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

Knowledge Management & Documentation:

• 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

Agile Delivery & Collaboration:

• 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

Security & Compliance:

• Ensure all enterprise application operations activities comply with FISMA, NIST SP 800-53, FedRAMP, and the client's 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

Required Education and Experience:

• 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

Required Skills and Competencies:

• Solid proficiency in:
• Enterprise application support, monitoring, and administration
• SaaS platform user management and basic configuration
• Application incident triage, classification, and escalation
• ITSM platforms and ticketing workflows (e.g., ServiceNow)
• User access provisioning and deprovisioning
• Application health monitoring and dashboard management
• Basic integration monitoring and incident detection
• Working knowledge of:
• Microsoft 365 application administration basics
• Azure Government and Microsoft Entra user management basics
• FedRAMP requirements for SaaS and cloud-based applications
• Zero Trust Architecture principles as applied to application access
• NIST SP 800-53 security controls for enterprise applications
• REST API concepts and basic troubleshooting
• Release and environment management fundamentals
• ITIL 4 incident, service request, and change management practices
• Additional preferred certifications:
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• AWS Cloud Practitioner

Preferred Skills and Competencies:

• Prior experience supporting Federal civilian agency enterprise application environments
• Familiarity with the 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)

Compensation Range:

$110,000 – 125,000. This represents the typical compensation range for this position based on experience, location, and other factors.

About VIATEQ VIATEQ is a proactive provider of collaborative solutions for federal government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ’s service areas also allow government agencies to respond to competitive pressures and achieve new performance levels. VIATEQ offers competitive compensation and a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, paid time off, 11 paid federal holidays, flexible spending accounts, and a professional development reimbursement.

Equal Opportunity Statement:

VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.