Service Desk Analyst

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). This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.

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

This is an On-Site position located at Customer Address: Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.