CommCell Quality Assurance Specialist

Peraton is seeking a Communications Cell Quality Assurance Specialist to join our Global Network Operations Center (GNOC) Comm Cell team. The GNOC team focuses on the flow of information to executive leadership, providing notifications, executive dashboards, reporting, and EXSUM/AAR Reports (on request).   Responsible for the quality review of all Severity 1 - Critical service interruptions making continual improvement recommendations and working actively with the Global Network Operations Branch (GNO-B) Major Incident Management (MIM), Problem Management, and Enterprise Event Management teams to improve the capture of documentation and flow of information. The GNOC Comm Cell monitors a group email box which is available to DHA Leadership at both the enterprise and MTF site levels, providing a rapid response to questions about active service interruptions or other requests.   Leveraging ServiceNow, Splunk, and other tools, the team designs, builds, and manages executive level dashboards that provide decision support capabilities for enterprise key leadership. The GNOC Comm Cell actively engages other areas of the GNOC and Global Service Center (GSC) to leverage resources as necessary 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.    

The GNOC Communications Cell Quality Assurance Specialist is responsible for establishing quality control measures to ensure GNOC operations are executed timely and effectively. The quality assurance specialist will focus on the analysis and measurement of the effectiveness of processes and products of GNOC services. This includes documentation in major incidents, problem management, effectiveness in communications, event monitoring, and overall responsiveness to IT related service interruptions that are impacting the delivery of healthcare globally. 

Using Government provided ITSM support tools (currently ServiceNow), knowledge bases, and ITIL based processes, the Comm Cell Quality Assurance Specialist facilitates the improvement of various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare.  The Comm Cell Quality Assurance Specialist monitors and tracks the effectiveness of GNOC operations, reports, notifications, and dashboards in the delivery of services to the enterprise customers.

Responsibilities: 

• Supports Communications Cell operations and facilitates GNOC communications to provide information to our key enterprise leaders and stakeholders. 

• Coordinates activities with the MIM and Problem Management teams to ensure consistent execution of service interruption engagement. 

• Establishes quality review checklists and document quality reviews of service interruptions. 

• Establish venues for review of incident handling, major incident documentation, outage record accuracy, and problem management review. 

• Develops briefings for GNOB leadership that document areas for improvement and continual improvement ideas. 

• Creates SOPs and other documentation as needed to capture standard processes and procedures related to the GNOC operations. 

• Facilitates the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies to appropriately inform leadership. 

• Promotes and educates DHA IT resolution teams both internal and external of the Major Incident Management Process, Problem Management Process, and tool steps related to outage reporting. 

• Facilitate training and education to process improvements and initiatives both internally and externally. 

• Provide executive briefings on major incidents and outages impacting medical operations to DHA leadership.  

• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives. 

• Interacts with senior customer personnel on significant technical matters, often requiring coordinated activity across organizational lines. 

 Skills: 

• Experience developing various data analytics and operational performance reports. 

• Experience creating and delivering executive summary and after-action reports. 

• Experience training various groups at various levels of the organization. 

• Experience in developing quality measures and approaches to enhance service quality. 

• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management. 

• Excellent verbal and written skills 

• Proven experience with ServiceNow ITSM 

• Proven knowledge of ITILv4 practices 

• Proven problem coordination and root cause determination skills 

• Solves complex problems. 

• Works independently, receives minimal guidance. 

• Acts as a resource for colleagues with less experience. 

• Work is performed without appreciable direction. Has latitude in determining technical objectives of assignment. 

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies. 

• Provides solutions to complex problems which require the regular use of ingenuity and creativity. Problems are broadly defined, and solutions require the continuation of specialized theories and knowledge. 

Education and experience requirements: 

• 5 years with BS/BA (6 years preferred); 3 years with MS/MA; 0 years with PhD. Years of experience may be substituted in lieu of degree. 
• Must be a US 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 a successful ADP II Public Trust or Secret Investigation adjudication  

• Have or be able to obtain requisite DoD 8570 certifications  

• ITILv4 Foundations Certification  

• Has extensive expertise as a generalist or specialist. Is an emerging authority in the field. 

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.