Responsibilities
Peraton is seeking a Services Transition team member to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The Services Transitions Analyst (“Analyst”) works with colleagues on the Services Transition team to ensure modifications or transitions to the live operational environment affecting both new or modified applications are complete and meet expectations of the business, the CAEIO client and its users. To facilitate a smooth transition to the live operational environment, the Analyst works closely with CAEIO contractors, DOS leadership, engineering, and business stakeholders to identify, manage, plan, and coordinate transition services capabilities to the Enterprise Infrastructure Operational (EIO) environment.
Responsibilities
- Identify, plan, and organize service changes efficiently and effectively to bridge the gap between new development/engineering and readiness for operational acceptance across the entire EIO areas of responsibility.
- Create and maintain service transition process documentation to ensure all operational teams and service partners are aware, prepared, and capable of supporting all new services introduced into the live environment.
- Support deployment of new or modified service and application releases requiring post deployment support services.
- Log and review Operational Readiness Requirements (ORR) with functional areas leads, process owners, and other personnel to set correct expectations regarding critical activities and support service activities for use of new or changed services.
- Prepare operational readiness documentation to conduct tabletops. Work with teams to prepare, coordinate and conduct tabletop sessions covering all critical aspects of the service support transition (i.e., monitoring capabilities, fail-over readiness, roll back, field support/Passport Agencies SAs, identify single points of failures, etc.).
- Assess impacts and implications to Service Level Agreements (SLAs), key performance indicators (KPIs), and/or Service Level Objectives (SLOs) and report findings to program performance leaders.
- Identify and document service risks and work with teams to create appropriate risk mitigation plans.
- Work with Project Managers, Engineering, Networking, and Service Center Operations regarding all matters related to transitions of support services.
- Provide well-documented status updates to communicate with management and other stakeholders to ensure a smooth service transition.
- Review Operational Readiness Checklist (ORC) and prepare document for final review and signature by government and EIO leadership. Work with project manager and technical teams to address government feedback, questions, and/or ORC documentation gaps.
- Attend and participate in project/product review meetings on behalf of Service Transition. Act as liaison when working with teams to ensure the correct service processes are developed. Advocate ITIL best practices when working with the business units.
- Ensure all knowledge transfer, knowledge articles, and Service Support documentation related to application deployments are complete, accurate and approved for usage.
- Assist with the project management of operational service transitions between EIO teams, as necessary.
- Perform other tasks, as assigned.
Shift/Hours
- First Shift, 8-5pm ET (Flexible), Monday-Friday (occasional weekend work)
Qualifications
Basic Qualifications:
- US Citizenship and an active SECRET Government Security Clearance
- Must be able to document transition processes accurately, applying attention to detail
- Must be able to work independently, achieve productivity goals, and manage one’s time
- Must have experience using ServiceNow
- Must have experience using SharePoint to maintain documents
Desired Qualifications:
- ITILv3 or ITILv4 Foundation Certification
- Previous DoS experience associated with ITIL Service Transition/Process Management/Knowledge Management and/or Service Management best practices.
Education and Experience Requirements: Bachelor’s degree and 5-7 years of experience; Master’s degree and 3-5 years of experience; PhD and 0-2 years of experience.
Peraton Overview
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.
Target Salary Range
$86,000 – $138,000. This represents the typical salary range for this position based on experience and other factors.
EEO Tagline (Text Only)
An Equal Opportunity Employer including Disability/Veteran.