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.