Cloud Application Administrator II (IT)

POSITION SUMMARY:

Cloud Application Administrator II:

- Is responsible for the administration, configuration, and ongoing support of business and enterprise applications hosted in Cloud (SaaS and PaaS) or hybrid environments, ensuring application availability, performance, and reliability.

- Is a hands-on administrator that deploys, configures, monitors, and performs problem determination for Cloud-hosted applications, their integrations, and associated user access.

DUTIES AND RESPONSIBILITIES:

Essential Duties:

- Adheres to all Service Request, Incident, and Change Management policies and procedures.

- Adheres to all procedures and policies including the use of Incident and Change Management.

- Works with leadership to identify project requirements

- Assists project teams.

- Addresses complex application-related technical issues and offers solutions supporting the enterprise.

- Participates in overall support rotation.

- Ensures application and monitoring checks are performed daily to verify the integrity, performance, and availability of Cloud-hosted applications and services.

- Assists Systems Administrators, Developers and other IT staff as required or requested.

- Researches and recommends innovative, and where possible automated, approaches for application administration and configuration tasks in Cloud environments.

- Performs troubleshooting as required and assists with problem-solving efforts often involving software vendors and other support personnel and/or organizations.

- Performs ongoing application performance tuning, configuration optimization, and resource management in Cloud and hybrid environments.

- Performs application usage and capacity monitoring and assists with short and long-term capacity and licensing planning.

- Installs, configures, tests, and maintains Cloud applications and their integrations, including single sign-on (SSO), APIs, and data connectors between systems.

- Administers and configures the ITSM application, including its incident, problem, change, service request, and service catalog modules, in alignment with ITIL practices.

- Maintains the Configuration Management Database (CMDB), ensuring configuration items (CIs), attributes, relationships, and dependencies remain accurate, complete, and current.

- Configures and maintains ITSM workflows, forms, business rules, assignment groups, notifications, and service catalog items that support ITIL-aligned service management processes.

- Supports CMDB data integrity through regular audits, reconciliation, and coordination of discovery and import sources.

- Builds and maintains ITSM reports, dashboards, and SLA metrics that support service management KPIs and continual service improvement.

- Identifies approaches that leverage resources and provide economies of scale.

- Manages application user accounts, roles, and permissions, and assists with periodic access reviews in accordance with least-privilege principles.

- Verifies application data backup, export, and recovery operations are performing correctly.

- Coordinates with development team and vendor to apply application updates, patches, and release upgrades, validating functionality in non-production environments prior to deployment.

- Actively participates in the implementation of disaster recovery and business continuity capabilities for Cloud-hosted applications.

Other Duties:

- Identifies and helps to gather and format data for Key Performance Indicators (KPI).

- Perform on-call responsibilities and after-hours duties as necessary.

Creates and maintains detailed technical support and process documentation

SECURITY AND PRIVACY DUTIES AND RESPONSIBILITIES

- Individuals working for DSS will be subject to security and privacy requirements as explained in HIPAA, FedRAMP, and NIST 800-53. Additionally, they are required to undergo specific FedRAMP training to ensure compliance with all associated controls and responsibilities in the day-to-day performance of their duties. Individuals working in departments that are considered to be in the high-risk category will be required to undergo advanced training based on their role and level of access. Individuals with access to modify data and the configuration baseline will require further training

The preceding functions are examples of the work performed by employees assigned to this job classification.  Management reserves the right to add, modify, change or rescind work assignments and make a reasonable accommodation as needed.

Qualifications

QUALIFICATIONS:

Required:

- 5+ years of experience administering enterprise business applications, including SaaS and PaaS applications hosted in Cloud environments.

- 3+ years of hands-on ServiceNow platform administration (5+ years preferred).

- Microsoft Suite proficiency – Word, Outlook, Excel, PowerPoint – if not proficient, must have willingness and drive to train / retrain

- ServiceNow Certified Implementation Specialist (CIS) in ITSM, Discovery, or CMDB, and/or ITIL 4 Foundation certification.

- Experience with additional ServiceNow products (ITOM, Discovery/Service Mapping, HRSD, SecOps, GRC/IRM).

- Experience with Performance Analytics and advanced reporting.

- Experience supporting federal, healthcare, or other regulated, compliance-driven environments.

- Familiarity with Agile/DevOps practices and CI/CD for ServiceNow (automated testing, source control integration).

- Working knowledge of application integration technologies, including single sign-on (SSO), REST APIs, and data connectors.

- Ability to analyze and tune application performance issues by leveraging various industry-standard monitoring and reporting tools.

- Experience managing application user provisioning, roles, and access controls (identity and access management).

- Understanding of Cloud application deployment, configuration management, and release/change processes.

- Hands-on experience administering an ITSM platform (e.g., ServiceNow), including its incident, problem, change, service request, and service catalog modules.

- Working knowledge of Configuration Management Database (CMDB) design, configuration item (CI) modeling, relationships, and data integrity and reconciliation practices.

- Practical understanding of ITIL service management processes, including Incident, Problem, Change, Service Request, and Configuration Management.

- Has knowledge of and the ability to use application and system performance monitoring tools.

- Familiarity with enterprise backup, data export, and recovery procedures for Cloud-hosted applications.

- Strong interpersonal and communication skills

- Exhibits mature organization and time management skills

- Excellent technical documentation and communication skills with the ability to articulate clearly and concisely, technical information to non-technical staff, both orally and in writing; prepare clear, detailed instructions

- Strong troubleshooting, documentation, and communication skills, including the ability to translate technical concepts for non-technical stakeholders.

- Ability to work within and maintain compliance in a regulated environment (FedRAMP, HIPAA, NIST 800-53).

Desired:

- Fluency in at least one scripting language (e.g., PowerShell, Python) for automating application administration tasks.

- Experience developing automation tools and frameworks for application deployment, monitoring, or reporting.

- Relevant certification, such as ITIL Foundation, an ITSM platform administrator certification (e.g., ServiceNow Certified System Administrator), or a Cloud certification (e.g., Microsoft Azure Administrator Associate, AWS Certified SysOps Administrator).

Education:

Required:

- Bachelor’s degree or equivalent education and experience.

- Desired:

- Any additional applicable education or training

Certification(s), Licenses:

- Required:

- ServiceNow Certified System Administrator (CSA), or the ability to obtain it within 3 months of hire.

- Desired:

- ITIL Foundation,

- ITSM platform administrator certification such as (ServiceNow Certified System Administrator),

- Cloud certification  such as(Microsoft Azure Administrator Associate, AWS Certified SysOps Administrator).

Years of experience in a similar role:

- Required:

5+ years in a similar role

- Desired:

Any additional applicable experience

PHYSICAL DEMANDS:

Standing

10% per day

Sitting

80% per day

Walking

5% per day

Stooping

5% per day

Lifting

Ability to lift up to 20 lbs. unassisted

If ever required to travel for business, you must be able to lift up to 50 lbs. unassisted (luggage)

Computer Work

80% per day

Telephone Work

10% per day

Reading

10% per day

Other

If required to travel for business – must be able to travel unassisted via common carrier and/or personal auto