CommCell Quality Assurance Specialist

Responsibilities

Peraton is seeking a Communications Cell Quality Assurance Specialist to join our Global Network Operations Center (GNOC) Comm Cell team. The GNOC team focuses on the flow of information to executive leadership, providing notifications, executive dashboards, reporting, and EXSUM/AAR Reports (on request).   Responsible for the quality review of all Severity 1 - Critical service interruptions making continual improvement recommendations and working actively with the Global Network Operations Branch (GNO-B) Major Incident Management (MIM), Problem Management, and Enterprise Event Management teams to improve the capture of documentation and flow of information. The GNOC Comm Cell monitors a group email box which is available to DHA Leadership at both the enterprise and MTF site levels, providing a rapid response to questions about active service interruptions or other requests.   Leveraging ServiceNow, Splunk, and other tools, the team designs, builds, and manages executive level dashboards that provide decision support capabilities for enterprise key leadership. The GNOC Comm Cell actively engages other areas of the GNOC and Global Service Center (GSC) to leverage resources as necessary to accomplish standard tasks such as adding service catalog items, managing foundation data quality, accessing data for analytics review, and building reports to help better manage the processing of information between service providers, stakeholders, and Infrastructure & Operations support teams.    

The GNOC Communications Cell Quality Assurance Specialist is responsible for establishing quality control measures to ensure GNOC operations are executed timely and effectively. The quality assurance specialist will focus on the analysis and measurement of the effectiveness of processes and products of GNOC services. This includes documentation in major incidents, problem management, effectiveness in communications, event monitoring, and overall responsiveness to IT related service interruptions that are impacting the delivery of healthcare globally. 

Using Government provided ITSM support tools (currently ServiceNow), knowledge bases, and ITIL based processes, the Comm Cell Quality Assurance Specialist facilitates the improvement of various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare.  The Comm Cell Quality Assurance Specialist monitors and tracks the effectiveness of GNOC operations, reports, notifications, and dashboards in the delivery of services to the enterprise customers.

Responsibilities: 

• Supports Communications Cell operations and facilitates GNOC communications to provide information to our key enterprise leaders and stakeholders. 

• Coordinates activities with the MIM and Problem Management teams to ensure consistent execution of service interruption engagement. 

• Establishes quality review checklists and document quality reviews of service interruptions. 

• Establish venues for review of incident handling, major incident documentation, outage record accuracy, and problem management review. 

• Develops briefings for GNOB leadership that document areas for improvement and continual improvement ideas. 

• Creates SOPs and other documentation as needed to capture standard processes and procedures related to the GNOC operations. 

• Facilitates the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies to appropriately inform leadership. 

• Promotes and educates DHA IT resolution teams both internal and external of the Major Incident Management Process, Problem Management Process, and tool steps related to outage reporting. 

• Facilitate training and education to process improvements and initiatives both internally and externally. 

• Provide executive briefings on major incidents and outages impacting medical operations to DHA leadership.  

• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives. 

• Interacts with senior customer personnel on significant technical matters, often requiring coordinated activity across organizational lines. 

 

 Skills: 

• Experience developing various data analytics and operational performance reports. 

• Experience creating and delivering executive summary and after-action reports. 

• Experience training various groups at various levels of the organization. 

• Experience in developing quality measures and approaches to enhance service quality. 

• Excellent interpersonal skills and the a