Mid-level Cyber Incident Management/Service Desk Analyst - Peraton
Arlington, VA
About the Job
Responsibilities
Responsibilities:
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.
Peraton is seeking an experienced Mid-level Cyber Incident Management/Service Desk Analyst for its' Federal Strategic Cyber sector, located in Arlington, VA
Location: Arlington, VA (On-Site)
In this role, you will:
- Provide first-line support in a 24 x 7 Ops Center for incidents and technical issues reported by CISA staff and customers.
- Monitor shared CISA email boxes for incidents and assign them appropriately to the Tier 2 Analysts for action.
- Respond to requests for assistance in person, via phone, or email.
- Develop and execute the overarching process of receiving, triaging, assigning, tracking, closing, and finalizing the record of reported incidents.
- Recommend improvements to the ITSM.
- Follow up with CISA staff and customers to ensure that issues have been resolved.
- Draft organizational documentation such as, 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.
- Certify coordination and distribution of incidents and service requests.
- Provides guidance to Junior level Agents.
Duties may also include but are not limited to:
- Identifying, logging, categorizing, performing 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 and external stakeholders
- Perform internal coordination and follow up for distributed actions.
- Ensure compliance with defined processes, procedures, work instructions, and program requirements.
- A willingness to learn new tools and technologies and take on new responsibilities as assigned.
Qualifications
Basic Requirements:
- BS/BA with 5 years of related experience, or MS/MA with 3 years of related experience, or PhD. 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
- Led projects or 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
- Ability to work independently, receive minimal guidance
- Developed formal, written guidelines or instructions with operational and technical components
- Understand organizational structure and alignment to business operations
- Security+ Certification
- U.S. citizenship and an active Top Secret Security Clearance. Ability to obtain TS/SCI.
- The selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment
Preferred Qualifications:
- Minimum of 3 years 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.
Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
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.