NOC Technician 3 (SCA)

Peraton•San Antonio, TX

47d•$66,000 - $106,000

About The Position

Peraton is seeking a NOC Technician. The Global Network Operations Center (GNOC) Data & Quality Analyst is responsible for identifying initiatives and designing solutions to continuously improve GNOC processes and improve efficiency of operations. This position requires in-depth conceptual and practical knowledge of the outlined tasks as well as basics of related task. Given the customer's vision and minimal guidance or framework, this position works independently to solve complex problems through data analysis, ingenuity, creativity, and critical thinking. This position will leverage monitoring tools and alerts, reporting tools from the ITSM system, and data analysis tools to lead projects or project steps within broader projects. The role will conduct analysis on the environment through reporting, incident documentation, and understanding of processes to recommend improvement opportunities. The role will be expected to provide periodic progress updates, briefings, wrap-ups of findings, and recommendations succinctly, clearly and strive to build consensus across participants and decision makers. Individuals will act as a resource for colleagues with less experience and will leverage knowledge of best practices to design new processes and improve existing processes and tools. The analyst needs to understand the impacts of changes and processes to the customer, operations, project, teams, and groups. The analyst will develop dashboards to measure the team's adoption and effectiveness of new processes and changes to process. The role will work with the Foundational Data Specialist to improve foundational data. The role will work with the Quality Assurance Specialist to develop appropriate knowledge articles and lead training. The role will work with Problem Management and Major Incident Management to support restoration to services and Root Cause Analysis. The analyst will support documentation for major incidents and problem management records to enhance understanding of impact, resolution steps, root cause analysis, and necessary resources to support follow on activities and briefings. This role will develop Executive Summaries, After Action Reports, and executive briefings for stakeholders and leadership. The analyst will oversee the flow of information from Command Information Officer to DHA leadership and be an authority in addressing issues impacting the delivery of healthcare at Military Treatment Facilities.

Requirements

HS 5- 6 years
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
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
Moderate to high experience with Microsoft suite of products, Excel, PowerPoint, and Teams
Strong critical-thinking skills that facilitate expedient problem solving
Basic familiarity with common network monitoring tools (i.e. Splunk, SolarWinds)
In-depth conceptual and practical knowledge of job discipline
Solve complex problems using ingenuity, creativity, and critical thinking
Work independently with minimal guidance
Lead projects or project steps
A resource for colleagues
Knowledge of best practices and impacts to other groups
Latitude in determining technical objectives of tasks
Develop solutions to broad problems with specialized theories and knowledge
Explain complex, difficult, or sensitive information and concepts
Interact with senior customer personnel on significant technical matters
Coordinate activities across organizational lines

Responsibilities

Provide executive briefings to key enterprise leaders and stakeholders.
Lead projects and initiatives to solve complex problems with minimal guidance.
Actively engage in Continual Service Improvement.
Provide accurate, timely, and professional documentation of ongoing service interruptions.
Utilizes best practices for ITIL functions to 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.
Analyze and report on documentation, notifications, and reporting of active service interruptions
Develop formal presentations and write-ups for inbound leadership requests
Synthesize comprehensive and proactive communications strategies to appropriately inform leadership of service interruptions, CIO inquiries, identified trends in data, and outcomes from issues.
Leverage experience and continue to gain knowledge of the environment to provide a high level of professionalism and customer service to stakeholders, become an expert in the field
Create knowledge articles, process, and training documents.
Generate reports based on requirements and conduct analysis of data to draw conclusions and provide complete solutions
Support GNOC Leadership team, i.e. leads, supervisors, and managers in operational requirements and initiatives.