Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily.
Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate 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 from the Global Network Operations Center (GNOC).
RESPONSIBILITIES:
· Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders.
· Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
· Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline
· Manage GNOB POC Database for Enterprise Service Owners and Stakeholders
· Provide customer support for ServiceNow (MHSSHD) usage issues
· Confirm Master Incident and/or Problem record assignment for major issues
· Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions.
· Participate on MIM Bridge Calls and provide support for executive level requests.
· Review documentation, notifications, and reporting of active service interruptions.
· Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management.
· Issues range from ticket routing for backend operations to break/fix issues for everyday users such as: major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance
REQUIREMENTS:
· Bachelor’s Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS/BA degree)
· 3+ years of related job experience; 8+ years without BS/BA degree
· Familiar with Service Desk support methodology
· Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
· ITILv4 Foundations Certification (Preferred)
· 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.
· Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
· Proven experience with ServiceNow ITSM
· Knowledge of ITILv4 practices
· Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
· Have or able to obtain requisite DoD 8570 certifications
· Experience with federal contracting, including the Department of Veterans Affairs