Job Information
Peraton Inc NOC Service Delivery Performance Analyst in Kearneysville, West Virginia
NOC Service Delivery Performance Analyst Job Locations
US-WV-Kearneysville
Requisition ID 2024-150368
Position Category Customer Service
Clearance Secret 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.
Peraton Overview
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.
Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.