Cyber Case Management – Junior-level Service… at Peraton · Washington

Summary: Peraton is a next-generation national security company that drives missions of consequence spanning the globe. They are currently hiring a Cyber Case Management – Junior-level Service Desk Analyst for its Federal Strategic Cyber programs, focusing on managing cyber incident reporting processes and improving workflows. Responsibilities: - 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 - 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 Required Qualifications: - 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 Required Skills: Cyber incident management, Security+ Certification, ITIL Foundation Certification, WATCH Operations Center support, Security Operations Center support, Remedy ticketing system, ServiceNow ticketing system Benefits: Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.