NOC Technician 3 (SCA)

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.

 

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.

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

 

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
• 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

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.

$66,000 - $106,000. 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.