Operations Analyst, Senior in Herndon, VA at Booz Allen Hamilton Inc.

Date Posted: 10/30/2018

Job Snapshot

Job Description

Job Number: R0035313

Operations Analyst, Senior

Key Role:

Collaborate with site reliability engineers, software engineers, product specialists, and technical project managers to solve problems and keep functional services available across a diverse technical and contractual environment, including AWS Cloud hosting, contact center services, financial transaction processing, and satellite network communications. Perform incident commander responsibilities with overall leadership, organization of the response, communications within the team, and liaison to external stakeholders. Analyze incidents for tactical technical operational improvements and develop business cases for strategic technical operational improvements. Partner with customer service representatives, functional project managers, and technical project managers to satisfy service requests across a diverse business environment, including reservation and recreational services for public, employee, and business partner users. Lead the development, maintenance, and continuous improvement of operational procedures or knowledgebase documentation. Identify, implement, and continuously improve on the methods and tools used in service management to increase automation, improve on team efficiency, and drive operational excellence.

Basic Qualifications
-10+ years of experience in a variety of software development, system integration, or operations roles

-2+ years of experience in a production environment with an operational role
-Experience with IT operations, customer service, and project management practices
-Ability to communicate and collaborate across diverse types and levels of personnel
-Ability to review and write standard operating procedures

-Ability to obtain a security clearance

-BA or BS degree

Additional Qualifications
-Knowledge of modern software development technologies and processes
-Knowledge of incident command system principles and guidelines
-Knowledge of ServiceNow capabilities and features
-Knowledge of ITSM methodologies and practices

-Ability to conceptualize, implement, and improve on methods and tools

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

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