Peraton is seeking a Communications Cell Quality Assurance Specialist to join their Global Network Operations Center (GNOC) Comm Cell team to improve the quality of information flow to executive leadership, focusing on notifications, executive dashboards, reporting, and EXSUM/AAR Reports.
Requirements
- Experience developing various data analytics and operational performance reports.
- Experience creating and delivering executive summary and after-action reports.
- Experience in developing quality measures and approaches to enhance service quality.
- Proven experience with ServiceNow ITSM
- Proven knowledge of ITILv4 practices
- Proven problem coordination and root cause determination skills.
- ITILv4 Foundations Certification
Responsibilities
- 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.
- 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.
- Supports Communications Cell operations and facilitates GNOC communications to provide information to our key enterprise leaders and stakeholders.
- Establishes quality review checklists and document quality reviews of service interruptions.
- 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.
Other
- Must be a US citizen
- Able to obtain Public Trust clearance
- 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
- Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
