NOC Technician 2 (SCA)

Program Overview

About The Role

Peraton is seeking a NOC Technician. The Global Network Operations Center (GNOC) Communication Analyst is responsible for facilitating the daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally. An analyst is responsible for providing first-level event management in a 24x7 operational environment. Analysts are also responsible for comparing and correlating events from multiple sources, maintaining accurate incident records, and initiating appropriate actions to avoid or minimize loss of IT services. This position requires familiarity with the Military Health System (MHS) network architecture and supported applications.

The GNOC Communication Cell focuses on the flow of information to executive leadership, providing notifications, executive dashboards, reporting, and EXSUM/AAR Reports as required. They improve documentation and flow of information through quality reviews of all Severity 1 Critical service interruptions and making improvement recommendations.

The GNOC Communication Cell provide rapid responses to questions regarding active service interruptions and other requests from DHA leadership and MTF leadership. Leveraging ServiceNow and other tools, the team designs, builds, and manages Executive level dashboards to provide decision support capabilities for enterprise key leadership.

The GNOC Communication Cell actively leverages resources to accomplish standard tasks such as: adding service catalog items, managing foundation data quality, accessing data for analytics review, and building reports to help better manage the processing of information between service providers, stakeholders, and Infrastructure & Operations support teams.

Using Government provided ITSM support tools, knowledge bases, and ITIL based processes, the GNOC Communication Analyst facilitates troubleshooting issues impacting the delivery of healthcare. The Support Analyst will monitor and track service interruptions to provide status to service and solution owners, facilitating service restoration, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Operations Officers.

Responsibilities :

• Responsible for the daily operations and alignment of GNOC communications to key enterprise leaders and stakeholders.
• Support Continual Service Improvement.
• Provide customer support for ServiceNow (MHSSHD) usage issues
• Confirm parent incident and problem record assignment
• Provide accurate, timely, and professional documentation of ongoing service interruptions
• Work closely with GNOC teams to document missing details needed on service interruptions.
• Participate in MIM troubleshooting calls to provide support for executive level information requests.
• Review documentation, notifications, and reporting of active service interruptions
• Provide updates for inbound leadership requests
• Facilitate the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies to appropriately inform leadership.
• Provide a high level of professionalism and customer service.
• Follow up on all incidents in a timely and professional manner.
• Quickly identify and escalate high-priority issues.
• Accurately triage/assign/escalate tickets per standard operating procedures.
• Adhere to the schedule and have dependable attendance.

Qualifications

Requirements :

• Requires High School level plus some advanced training. 4-5 years of experience.
• Must be a U.S Citizen
• Able to obtain Public Trust clearance
• Familiar with Service Desk support methodology.
• Must be able to work in a fast pace & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Have or able to obtain requisite DoD 8570 certifications
• ITILv4 Foundations Certification
• Strong critical-thinking skills that facilitate expedient problem solving
• Basic familiarity with common network monitoring tools (i.e. Splunk, SolarWinds)

Skills Needed :

• Experience developing various data analytics and operational performance reports.
• Experience creating and delivering executive summary and after-action reports.
• Experience in developing and executing training
• Experience in developing quality measures and approaches to enhance service quality.
• Excellent interpersonal skills and the ability to interface with various levels of leadership and stakeholders
• Excellent verbal and written skills
• Proven experience with ServiceNow ITSM
• Knowledge of ITILv4 practices
• Proven problem coordination and root cause determination skills
• Moderate to high experience with Microsoft suite of products, Excel, PowerPoint, and Team

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.