Cyber Case Management - Junior-level Service Desk

Cyber Case Management – Junior-level Service Desk Analyst

Peraton is currently hiring a Cyber Case Management – Junior-level Service Desk Analyst for its Federal Strategic Cyber programs.

Location: Arlington, VA and Washington, DC (On-Site)

As the nation's risk adviser, we (CISA) help our partners strengthen their own capabilities and connect our stakeholders in industry and government to each other and to resources, analyses, and tools to help them build their own cyber, communications, and physical security and resilience, and in turn, strengthening national resilience.

In this role, you will:

• Lead small projects with manageable risks and resource requirements
• Interact with senior customer personnel on significant matters
• Coordinate activity across organizational lines
• Develop the overarching process of receiving, triaging, assigning, tracking, closing, and finalizing the record of reported incidents
• Draft organizational documentation such as Concept of Operations, Standard Operating Procedures, Work Instructions, etc.
• Ensure tactical implementation of the incident reporting processes, staffing, and technologies
• Identify opportunities to increase the efficacy of cyber incident report handling and workflows
• Document challenges, coordinates across teams to identify opportunities for process improvement, and recommend solutions to ensure incident reporting apparatus success
• Understand cyber, physical, and communications incident trend analysis and reporting functions
• Correlate and associate potential threat activities to inform senior decision makers
• Ensure timely and effective response to internal and external mission partners
• Validate the appropriate incident escalation and reporting procedures
• Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle

Duties may also include but are not limited to:

• Act as a resource for colleagues with less experience
• Identify, log, categorize, perform initial triage, routing, and resolving incidents and requests
• Manage the lifecycle of incident and request tickets in accordance with interface agreements
• Performing customer relationship management activities with mission partners
• Perform internal coordination and follow up for distributed actions
• A willingness to learn new tools and technologies and take on new responsibilities as assigned

Basic Requirements:

• BS/BA with 1+ years of related experience. An additional 4 years of experience may be considered in lieu of degree.
• In-depth conceptual and practical knowledge in job discipline and basic knowledge of related job disciplines.
• Experience leading projects or having led project steps within a broader project or have accountability for on-going activities or objectives.
• Experience in providing solutions to complex problems which require regular use of ingenuity and creativity.
• Demonstrated ability to work independently, receive minimal guidance.
• Experience with developing formal, written guidelines or instructions with operational and technical components.
• Demonstrated understanding of organizational structure and alignment to business operations.
• U.S. citizenship and an active Top Secret Security Clearance and the ability to obtain TS/SCI.
• In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.

Preferred Qualifications:

• Security+ Certification.
• ITIL Foundation Certification.
• Minimum of 1 year supporting a WATCH Operations Center or Security Operations Center.
• Worked within a customer service-oriented environment.
• Developed business operational workflow models.
• Exceptional communication skills.
• Technical writing skills.
• Experience in using the Remedy and ServiceNow ticketing suite.

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. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.