20 days old

Operational Analyst- SME (Government)

Washington, DC 20020
AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers mission.

Our Civilian Team supports The US Department of State (DoS), providing, operating and assuring critical voice, IT, video and collaboration services for the full spectrum of domestic/worldwide diplomatic operations.

AT&T has an opening for an Operational Analyst-SME with a focus on Network, Voice-IT, Operations, Maintenance requirements, along with Methods and Procedures/SOP/Practices and Policy in a Team and individual work environment. We support the DoS IRM/TWD Organization in providing Network Engineer Technical support for critical State Department efforts. An Operational Analyst-SME level candidate provides overall methods and procedures, with a focus on data/voice/real-time communications. This Analyst provides project support as well as operations support required for Network, Voice and Cisco data functions related to telecommunications that includes but is not limited to day-to-day O&M escalation support. Work is performed under supervision.

Operational Analyst Job Duties/Responsibilities:

+ The dedicated Operational Analyst will implement TWDs quality and document management program and will be responsible for creating/updating/maintaining several TWD Operational Plans

+ Includes reviewing all work products prior to delivery to the customer, conducting process audits, and reporting results to the TWD leadership.

+ The Operational Analyst is a highly motivated individual that is responsible for working with key stakeholders to define, develop, and improve operational processes, policies, roles and responsibilities and performance measurements

+ Shall ensure program objectives are being met with optimal efficiency

+ Additionally, the position will monitor and perform quality assurance audits and review, update and facilitate policies and procedures to enact continuous service improvement in a highly complex and dynamic environment

+ The Operational Analyst is responsible for leading the quality assurance activities and will be responsible for the quality of the system, products and processes for TWD

+ The Operational Project Analyst is responsible for ensuring the TWD Program project is following the Vanguard Program Quality Management System and customer requirements

+ The Operational Analyst is responsible for creating, monitoring and maintaining TWDs Service Catalog, Standard Operation Procedures (SOPs), Operational User Guides and Quick Reference Guides, Training Material, TWD GSO Guidelines, FAQs, and How-Tos, within TWDs Process Asset Library (PAL), as required

+ Leading, coordinating, and facilitating the creation of and quality review of (via internal process audits) TWD SOPs, Operational User Guides and Quick Reference Guides necessary for assuring quality into the Program.

+ Developing and editing web content (e.g. SharePoint Online) and customer facing information/documentation to include, but not limited to mission statements for division and branches, org charts, Service Catalog, and on-going TWD project initiatives.

+ Participating in the creation of and quality reviews of supporting documentation for the TWDs facing documents (e.g. TWD GSO Guidelines, FAQs, and How-To for TWD Service Catalog ordering) necessary for assuring quality into the Division.

+ Conducting analysis of operational processes (i.e. Incident, Problem, and Change Management) including current state analysis, gap analysis, benchmarking, best practices identification, organizational assessment and other related tasks.

+ Monitoring and measuring the effectiveness of processes to ensure consistent value and quality delivery to the Program.

+ Interviewing process participants and stakeholders to determine operational requirements and objectives, such as program functions, output requirements, input data acquisition, and system techniques and controls.

+ Maintaining the TWD Programs Corrective/Preventive Action process to include tracking corrective action status for the project and reporting any quality issues to management in a timely manner.

+ Recommending, planning and developing a strategy to implement process improvements, including: as-is and future to-be state and monitoring results to verify effectiveness.

+ Documenting process definitions attributes and workflows, including visual diagrams where appropriate.

+ Examine processes holistically to understand the impact of change on people, strategy, systems and general business operations; articulate and present process change recommendations to Government and Contractor staff

+ Collecting, collating and analyzing process performance/metric data; provide data analysis and feedback to Operations Manager and Team Leads for process improvement initiatives.

+ Interfacing with the customer and participating in all project meetings.

Required Clearance:

Current Interim Secret and be clearable to Top Secret

Required Education and Experience:

+ Bachelors Degree in related discipline and five (5) or more years of experience working in a technical operations environment supporting mission critical systems.

+ Must be able to provide an independent assessment of how the project's process is being implemented relative to the defined processes to optimize the current work.

+ Must have demonstrated and proven skills in writing documentation, standard operating procedures, user guides, and similar products to clearly disseminate relevant information to an enterprise-wide audience to increase user awareness and provide relevant and different types of materials.

+ Extremely strong, proficient and demonstrated oral and written communication skills with experience working effectively with direct customer, senior management, project management team members, and technical staff members regarding communication and system issues.

+ Exceptional interpersonal, oral and written communication skills, with ability to work directly with customers, including VIPs.

+ Ability to draft and generate original document artifacts.

+ Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables, and exceptional attention to details.

+ Ability to work independently and focus on delivery of products and services on time

+ Strong analytical, critical thinking and problem-solving skills.

+ Exhibits objectivity and openness to others views as well as gives and welcomes feedback. Demonstrate an adaptive style that is flexible and effective in gaining cooperation of others.

Desired Qualifications:

+ Knowledge in IT Service Management (ITSM), IT Infrastructure Library (ITIL) certifications a strong plus.

+ Familiarity/Experience with ISO and CMMI a strong plus.

+ Competency in Microsoft SharePoint and Microsoft Office products, including Visio.

+ Ability to demonstrate accuracy and thoroughness.

+ Experience with quality assurance and quality control a plus.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws. AT&T is an Affirmative Action/Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.


Posted: 2020-11-05 Expires: 2020-12-05

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Operational Analyst- SME (Government)

Washington, DC 20020

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