Communications Cell Quality Assurance Specialist
Peraton · San Antonio, TX, US
About this role
## Communications Cell Quality Assurance Specialist ### Company Overview Peraton is a next-generation national security company that delivers trusted solutions and enterprise IT capabilities to protect the nation and allies. The company operates across land, sea, space, air, and cyberspace, supporting essential government agencies and all branches of the U.S. armed forces. ### Team / Mission Join Peraton’s **Global Network Operations Center (GNOC) Comm Cell** team. The GNOC team focuses on the flow of information to executive leadership, including notifications, executive dashboards, reporting, and **EXSUM/AAR Reports** (on request). ### Responsibilities - Perform **quality review** of **Severity 1 – Critical** service interruptions and provide continual improvement recommendations. - Coordinate with **Major Incident Management (MIM)**, **Problem Management**, and **Enterprise Event Management** teams to improve documentation capture and information flow. - Monitor a **communications inbox** for DHA leadership at both enterprise and MTF site levels, providing rapid responses regarding active service interruptions and related requests. - Use tools such as **ServiceNow** and **Splunk** to design, build, and manage **executive-level dashboards**. - Establish **quality control measures** to ensure GNOC operations are executed timely and effectively. - Analyze and measure the effectiveness of GNOC processes and products, including: - Major incident documentation - Problem management effectiveness - Communications effectiveness - Event monitoring - Overall responsiveness to IT service interruptions impacting global healthcare delivery - Facilitate improvements to communications methods to bring together key service owners to troubleshoot issues impacting healthcare delivery. - Monitor and track effectiveness of GNOC operations, including reports, notifications, and dashboards. - Support GNOC communications for major service interruptions with comprehensive, proactive leadership communications. - Create and maintain **quality review checklists**, **SOPs**, and other documentation. - Develop briefings for GNOB leadership highlighting improvement areas and continual improvement ideas. - Promote and educate DHA IT resolution teams on **Major Incident Management** and **Problem Management** processes and tool steps for outage reporting. - Provide executive briefings on major incidents/outages impacting medical operations. - May lead projects or project steps and/or be accountable for ongoing activities. - Interact with senior customer personnel on significant technical matters requiring cross-organizational coordination. ### Skills / Qualifications (Highlights) - Experience developing **data analytics** and operational performance reports. - Experience creating and delivering **executive summary** and **after-action reports**. - Experience training groups at multiple organizational levels. - Ability to develop **quality measures** and approaches to enhance service quality. - Excellent interpersonal skills and strong verbal/written communication. - Proven experience with **ServiceNow ITSM**. - Proven knowledge of **ITIL v4** practices. - Strong problem coordination and root cause determination skills. - Ability to work independently with minimal guidance; solves complex problems. ### Basic Qualifications - **5 years** with BS/BA **or 9 years** with a high school diploma. - Must be a **U.S. citizen**. - Ability to obtain **Public Trus
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