Application Operations Analyst

Koniag IT Systems LLC a Koniag Government Services company is seeking an Application Operations Analyst to support KITS and our government customer in Washington DC. We offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Application Operations Analyst provides day-to-day operational support monitoring and administration for CLIENTs 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 CLIENTs enterprise application 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 Responsibilities:Enterprise Application Support & Monitoring:Provide day-to-day operational support and monitoring for CLIENTs enterprise application portfolio including agency-specific business applications productivity tools and mission-critical systemsMonitor enterprise application health performance and availability using Government-provided monitoring tools and dashboardsDetect triage and classify application incidents and service requests in accordance with established priority levels and response proceduresExecute 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 appropriateManage application-related tickets in the Government ITSM platform ensuring accurate complete and timely documentation of all support activitiesContribute to achieving service level objectives for application incident acknowledgment response and resolutionSaaS Platform Administration:Support daily administration of CLIENTs SaaS platform portfolio including user management access provisioning and deprovisioning basic configuration tasks and license trackingMonitor SaaS platform health and performance escalating issues to the Senior Application Operations Engineer or SaaS vendors as appropriateExecute routine SaaS platform configuration tasks in accordance with established procedures and change management practicesMaintain accurate SaaS platform user records license counts and configuration documentation in the Government ITSM platformCoordinate with the Asset/Financial Management team on SaaS license tracking and renewal activitiesSupport SaaS vendor communication for routine support cases and service requestsIntegration Monitoring & Support:Monitor CLIENTs enterprise integration platforms and middleware environments for failures performance degradation and data pipeline issuesDetect and triage integration incidents executing initial resolution steps for routine issues and escalating complex integration failures to the Senior Application Operations EngineerDocument integration incidents accurately in the Government ITSM platform including failure details impacted interfaces and resolution actionsSupport routine integration administration tasks including job monitoring interface status checks and basic configuration updatesMaintain accurate integration monitoring records and contribute to integration health reportingCoordinate with application teams and the Senior Application Operations Engineer on integration incident resolution and follow-upRelease & Environment Support:Support release and environment management activities for CLIENTs enterprise application portfolio under the direction of the Applications & Integration Lead and Senior Application Operations EngineerExecute routine environment management tasks including environment status checks configuration verification and data refresh coordinationAssist in preparation and execution of application releases including pre-release checklists deployment monitoring and post-release validationMaintain accurate environment status records release checklists and deployment documentation in the Government ITSM platformCoordinate with application teams and infrastructure teams on environment availability and readiness for release activitiesSupport change management activities for application releases in accordance with ITIL 4 change management practicesUser Access & License Management:Manage routine user access requests for enterprise applications including provisioning deprovisioning and access modification tasksEnsure user access changes are processed accurately and in accordance with least-privilege and separation-of-duties principlesMaintain accurate user access records and license utilization data in the Government ITSM platformCoordinate with the Microsoft Infrastructure team on access management activities that involve Microsoft Entra or Active DirectorySupport periodic access reviews and certification activities for enterprise applicationsEscalate complex access management issues to the Senior Application Operations Engineer or Applications & Integration Lead as appropriateApplication Health Reporting & Analytics:Contribute to application health reporting service-level tracking and Sprint metrics for the enterprise applications and integration teamMaintain accurate application monitoring records incident logs and performance data in the Government ITSM platformGenerate routine application health and availability reports for review by the Applications & Integration LeadIdentify trends in application incident data and communicate findings to the Senior Application Operations Engineer or Applications & Integration LeadSupport development and maintenance of application operations dashboards and reporting templatesContribute accurate data to monthly status reports ITSM metrics dashboards and Sprint Review demonstrationsKnowledge Management & Documentation:Maintain and update application operations documentation configuration records and knowledge base articles in the Government ITSM platformFollow and contribute to standard operating procedures and runbooks for enterprise application operationsDocument common application issues resolutions and workarounds to support knowledge base development and Service Desk first-contact resolution improvementsEnsure all application change activities are accurately documented in accordance with ITIL 4 change management practicesSupport cross-training efforts to ensure coverage continuity and team depth across enterprise application operations functionsAgile Delivery & Collaboration:Actively participate in Agile Sprint Planning Daily Coordination Sprint Reviews and RetrospectivesContribute to the prioritized backlog for enterprise application operations work itemsDeliver committed Sprint work items at or above the 85% completion targetProvide timely and accurate updates on application support activities ticket status and project progress to the Applications & Integration LeadContribute actionable improvement recommendations to Sprint Retrospectives based on operational observations and metricsSecurity & Compliance:Ensure all enterprise application operations activities comply with FISMA NIST SP 800-53 FedRAMP and CLIENT cybersecurity policiesApply least-privilege and separation-of-duties principles to all application access management and administration activitiesAdhere to all CLIENT policies regarding handling of CUI SBU and FOUO informationPromptly report suspected or confirmed security incidents involving enterprise applications per CLIENT proceduresSupport security assessment activities and audit evidence collection for enterprise applications as directedRequired Qualifications:Experience:Minimum 24 years of hands-on enterprise application operations or IT support experienceDemonstrated experience providing operational support for enterprise applications in a Federal or comparable environmentExperience managing application support activities using a formal ITSM platform (e.g. ServiceNow Remedy)Familiarity with SaaS platform administration and user management in an enterprise environmentExperience with application health monitoring tools and dashboardsDemonstrated strong customer service skills and ability to communicate technical information clearly to non-technical usersFamiliarity with ITIL 4 service management practices as applied to application operationsTechnical Expertise:Solid proficiency in:Enterprise application support monitoring and administrationSaaS platform user management and basic configurationApplication incident triage classification and escalationITSM platforms and ticketing workflows (e.g. ServiceNow)User access provisioning and deprovisioningApplication health monitoring and dashboard managementBasic integration monitoring and incident detectionWorking knowledge of:Microsoft 365 application administration basicsAzure Government and Microsoft Entra user management basicsFedRAMP requirements for SaaS and cloud-based applicationsZero Trust Architecture principles as applied to application accessNIST SP 800-53 security controls for enterprise applicationsREST API concepts and basic troubleshootingRelease and environment management fundamentalsITIL 4 incident service request and change management practicesAdditional preferred certifications:Microsoft 365 Certified: Fundamentals (MS-900)Microsoft Certified: Azure Fundamentals (AZ-900)AWS Cloud PractitionerPreferred Qualifications:Prior experience supporting Federal civilian agency enterprise application environmentsFamiliarity with CLIENT or similar agency application portfolios and SaaS platformsExperience with Agile/Scrum delivery models in an application operations contextExperience with application monitoring platforms (e.g. Dynatrace AppDynamics Azure Monitor)Demonstrated experience with SaaS platform administration for common Federal enterprise toolsExperience supporting user access reviews and access certification activitiesFamiliarity with basic scripting or automation concepts (e.g. PowerShell Python) for application operations tasksActive Secret clearance or higher (not required but preferred)Our Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352