Communications Cell Quality Assurance Specialist

Peraton • San Antonio, TX

1d • $51,000 - $82,000

About The Position

Peraton is seeking a Communications Cell Quality Assurance Specialist to join its Global Network Operations Center (GNOC) Communications Cell. The team provides information to executive leadership through notifications, executive dashboards, reporting, and executive summary/after-action reports. It reviews Severity 1 critical service interruptions, recommends continual improvements, and works with Major Incident Management, Problem Management, and Enterprise Event Management teams to improve documentation and information flow.

The specialist establishes quality control measures and evaluates the effectiveness of GNOC processes and services, including major-incident documentation, communications, event monitoring, and responsiveness to IT service interruptions affecting global healthcare delivery. Using government-provided IT service management tools, currently ServiceNow, knowledge bases, and ITIL-based processes, the specialist improves communications and coordinates service owners working to resolve issues. The role monitors and tracks the effectiveness of GNOC operations, reports, notifications, and dashboards for enterprise customers, and may lead project activities or ongoing objectives. It interacts with senior customer personnel on significant technical matters, often coordinating across organizational lines.

Requirements

• Five years of experience with a bachelor's degree, or nine years of experience with a high school diploma.
• Must be a U.S. citizen.
• Must be able to obtain Public Trust clearance.
• Familiarity with Service Desk support methodology.
• Ability to work in a fast-paced, stressful environment.
• Ability to work shifts or be on call as necessary to support the 24x7 GNOC mission.
• Must have or be able to obtain a successful ADP II Public Trust or Secret Investigation adjudication.
• Must have or be able to obtain requisite DoD 8570 certifications.
• ITILv4 Foundations Certification.
• Experience developing data analytics and operational performance reports.
• Experience creating and delivering executive summary and after-action reports.
• Experience training groups at different organizational levels.
• Experience developing quality measures and approaches to enhance service quality.
• Excellent interpersonal skills and ability to interface with internal and external customers, vendors, and management.
• Excellent verbal and written communication skills.
• Proven experience with ServiceNow ITSM.
• Proven knowledge of ITILv4 practices.
• Proven problem-coordination and root-cause determination skills.
• Ability to solve complex problems and work independently with minimal guidance.
• Extensive expertise as a generalist or specialist and emerging authority in the field.

Nice To Haves

• Six years of experience with a bachelor's degree.

Responsibilities

• Support Communications Cell operations and facilitate GNOC communications for enterprise leaders and stakeholders.
• Coordinate with Major Incident Management and Problem Management teams to ensure consistent execution of service-interruption engagement.
• Establish quality-review checklists and document reviews of service interruptions.
• Establish venues to review incident handling, major-incident documentation, outage-record accuracy, and problem management.
• Develop briefings for GNOB leadership documenting areas for improvement and continual-improvement ideas.
• Create SOPs and other documentation to capture standard GNOC processes and procedures.
• Facilitate communications for major service interruptions, using comprehensive and proactive strategies to inform leadership.
• Promote and educate internal and external DHA IT resolution teams on Major Incident Management and Problem Management processes and outage-reporting tool steps.
• Facilitate training and education related to process improvements and initiatives.
• Provide DHA leadership with executive briefings on major incidents and outages affecting medical operations.
• May lead projects or project steps, or be accountable for ongoing activities or objectives.
• Coordinate with senior customer personnel on significant technical matters across organizational lines.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Health savings account
• Short- and long-term disability
• Employee assistance program
• Parental leave
• 401(k)
• Paid time off for vacation
• Company-paid holidays
• Employees may be eligible for overtime, shift differential, and a discretionary bonus, depending on the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED