Business Operations Analyst
4 days ago
With over 25 years of experience, SeKON specializes in providing large-scale health IT programs in support of federal government customers. Our vision is To be the premier management and technology consulting firm providing solutions that improve quality of life and work.
We are looking for a highly skilled Business Operations Analyst to join our team supporting the Defense Health Agency (DHA) in San Antonio, TX.
Job OverviewAs a Business Operations Analyst, you will play a crucial role in ensuring efficient incident resolution and providing high-quality customer service. This position requires a proactive, customer-focused approach to managing incidents and resolving technical issues in a fast-paced environment.
Key Responsibilities- Incident Management and Resolution: Establish, monitor, and manage incident queues in MHS ServiceNow ITSM tools to quickly address and escalate incidents. Provide technical resolution and answer user questions for hardware, software, and systems.
- Customer Communication: Professionally communicate with customers, explaining technical information in a way that non-technical users can understand. Maintain excellent customer service during all interactions.
- Desk Side Support: Provide on-site support for LAN, WAN, wireless LAN, software, hardware, network, administrative tasks, VPN, and special projects. Support both Non-Classified Internet Protocol Router Network (NIPRNet) systems and Classified Secret Internet Protocol Router Network (SIPRNet) desktops or connectivity as needed.
- Workstation/Laptop Maintenance: Maintain operational baselines for workstations and laptops, adhering to DHA policies and performing risk reviews as required by DHA Enterprise Support Teams or DoD directives.
- Hardware Support: Troubleshoot, integrate, configure, and install authorized hardware, software, and peripherals. Assist with equipment staging, burn-in, installation, and testing as needed.
- User Support and Problem Resolution: Resolve user issues with computer software, hardware, and operating systems. Act as a point of contact for users experiencing technical problems and escalate complex issues to the appropriate MHS ServiceNow assignment group.
- Emergency Request Management: Manage emergency requests for out-of-cycle incidents to resolve service outages or severe service degradation. This includes addressing service failures, hardware and network issues, software outages, security incidents, power outages (planned or unplanned), HVAC issues, and water outages.
- A Bachelor's degree in Computer Science, Engineering, or a related field.
- An active DoD Secret Clearance is required.
- Experience with incident management and IT service management tools, particularly MHS ServiceNow.
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- Proficiency in providing deskside support for LAN, WAN, VPN, and hardware/software troubleshooting.
- The ability to maintain and troubleshoot workstation and laptop baselines, adhering to DoD/DHA policies.
- Experience with emergency request management and responding to urgent service outages or degradations.
- Strong consulting and communication skills with demonstrated ability to work collaboratively across fast-paced and dynamic teams and at various levels of leadership.
- A strong understanding of Joint Health Service Support or Defense Health Agency processes.
- Superior verbal and written communication skills.
- The proven ability to present effectively to senior government officials.
- The ability to work collaboratively and proactively with customers and program office members in a multi-vendor environment.
- Willingsness to serve in various ad hoc roles, including contributing to proposal efforts and participating in hiring processes.
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