NOC Service Delivery Performance Analyst
Salary undisclosed
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About Peraton
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.
Responsibilities
Peraton is seeking a NOC Service Delivery Performance Analyst to join our team of qualified and diverse individuals.
This position will oversee the management of enterprise-level service tickets and queues. In this role, you will ensure the timely and accurate processing of tickets across various teams, while maintaining adherence to service level agreements (SLAs). You will also be responsible for developing key reporting standards, conducting quality assurance reviews, and recommending process improvements to optimize ticket management and overall service delivery performance.
Location: On-site, Kearneysville WV.
Day to Day Work Responsibilities:
Develop and manage reporting, standards, and processes for IMS teams utilizing Remedy
Ensure program standards are consistently applied.
Perform monthly ticket reviews to support SLA metrics.
Conduct routine quality audits of tickets to ensure compliance with established processes.
Identify areas for improvement and recommend process and procedural enhancements based on audit findings.
Perform other duties as assigned.
Qualifications
Basic Qualifications:
Bachelor's degree and 5 years of experience or a Masters degree and 3 years of experience or a High School diploma and 9 years of experience
Must have an active secret clearance.
Must have the ability to obtain ITIL Foundations certification within 6 mos
In-depth knowledge of Incident Management practices.
Experience with Remedy, specifically Smart Reporting, Incident Management Console, and Service Request Management Consoles. Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Additional Benefits
Medical, Dental, & Vision Care
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.
Responsibilities
Peraton is seeking a NOC Service Delivery Performance Analyst to join our team of qualified and diverse individuals.
This position will oversee the management of enterprise-level service tickets and queues. In this role, you will ensure the timely and accurate processing of tickets across various teams, while maintaining adherence to service level agreements (SLAs). You will also be responsible for developing key reporting standards, conducting quality assurance reviews, and recommending process improvements to optimize ticket management and overall service delivery performance.
Location: On-site, Kearneysville WV.
Day to Day Work Responsibilities:
Develop and manage reporting, standards, and processes for IMS teams utilizing Remedy
Ensure program standards are consistently applied.
Perform monthly ticket reviews to support SLA metrics.
Conduct routine quality audits of tickets to ensure compliance with established processes.
Identify areas for improvement and recommend process and procedural enhancements based on audit findings.
Perform other duties as assigned.
Qualifications
Basic Qualifications:
Bachelor's degree and 5 years of experience or a Masters degree and 3 years of experience or a High School diploma and 9 years of experience
Must have an active secret clearance.
Must have the ability to obtain ITIL Foundations certification within 6 mos
In-depth knowledge of Incident Management practices.
Experience with Remedy, specifically Smart Reporting, Incident Management Console, and Service Request Management Consoles. Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Additional Benefits
Medical, Dental, & Vision Care
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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