NOC Technician 2 (SCA)

Peraton•San Antonio, TX

44d•$51,000 - $82,000

About The Position

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.

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)

Nice To Haves

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

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.