What are the responsibilities and job description for the Business Systems Analyst IV position at Peraton?
Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
We are looking for Client Service Analyst
Responsibilities:
Peraton is looking for Customer Service Problem Manager to oversee the customer experience of our Service Management practice for the DCSA account. The ideal candidate will have strong business analytic skills and a broad ITIL service support background. This role will balance being detail-oriented but also see the "big picture" from an enterprise and IT architecture standpoint. This role will be responsible for the program SLA/CDRL tracking and IT problem management process.
Specific job tasks include:
- Assist in determining the proper CDRL/SLA support IT processed across the entire service area
- Deploy and maintain IT processes to effectively support IT problem management.
- Facilitate IT Problem Review Board (PRB) meetings, coordinating with key stakeholders and assisting decision making.
- Lead/oversee the problem management process.
- Analyze and categorize problem records to determine the resources and escalation needed.
- Perform trend analysis of key services to identify trends/root cause.
- Monitor and continuously improve the processes.
- Own evidence-based metrics to demonstrate process effectiveness and make transparent controls.
- Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams, supporting the security processes.
- Maintain the known error database and appropriate knowledge base entries related to problem management.
- Analyze and categorize problem records to determine the resources and escalation needed.
- Perform trend analysis of key services to identify trends/root cause.
- Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)
- Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting.
Qualifications
Required
- Current/Active DoD TS with SCI eligibility clearance
- DCSA or similar Intelligence agency experience
- Bachelor’s in business or equivalent with 8 years’ experience
- DoD 8570.1-M IAT level II certification (CompTIA CySA , CompTIA Security , CCNA-Security, GICSP, GSEC, or SSCP)
- Experience and knowledge of change management principles, methodologies, and tools
- Problem-solving and root cause identification skills
- Able to work effectively at all levels in an organization
- Acute business acumen and understanding of organizational issues and challenges
- Understand ITIL framework (Event, Incident, Change & Problem Management)
- Must be proficient with all Microsoft 0365 applications/services/tools
- Experience with IT Service Management tools (Service Now) and continuous service improvement
Preferred
- DCSA or other Intelligence Agency support experience
- Experience with SAFe methodology
- Experience working in an enterprise cloud operations environment.
- ITIL V4 Foundation Certification
- Experience supporting large IT projects leveraging Agile methodology
- Experience with SAFe methods
Colorado Salary Maximum:$158,995.20
The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees.
Salary : $1 - $1,000,000
