Cloud Computing Associate - AWS Connect

Peraton is seeking a Cloud Computing Associate (Senior Help Desk Analyst) to join our team of qualified, diverse individuals. The ideal candidate will become part of Peraton's Department of Homeland Security (DHS) Datacenter Consolidation and Cloud Optimization (DCCO) program supporting the DHS Homeland Advanced Recognition Technology (HART) biometric system. The Tier 2 HART Service Desk provides continuous (24x7x365) system monitoring and System Administration in support of HART users and stakeholders who use the biometric services of the HART system. This team provides services that are critical to the successful operation of the HART O&M team by providing a single point of contact for end users seeking technical support and is the focal point for communication between stakeholders and technical solver groups. This position is for a senior help desk analyst who will work closely with technical teams and HART leadership to analyze, develop, monitor and report on service desk KPIs, ticket handling processes and performance, gather customer feedback, and implement proactive communication strategies. This position requires experience using the Amazon Connect contact center application and be able to analyze and improve contact flows, call routing, queues and other related tasks to improve customer experience.

Day to Day Roles and Responsibilities:

Manage and administer the service desk Amazon Connect CMS. Troubleshoot system errors, connectivity and performance of the application, document processes and provide training to service desk teams as required.
• Monitor and report on service desk Key Performance Indicator (KPI) metrics to keep leadership informed of service desk performance, where that support succeeds and where it does not.
• Design, develop, and implement service desk omnichannel solutions for voice, email, chat, and SMS.
• Analyze service desk performance trends, investigate anomalies, and work with leadership to develop solutions to restore performance to acceptable levels.
• Conduct training sessions and knowledge sharing with internal teams to improve service desk performance and enhance customer/stakeholder satisfaction with service desk interactions.

Basic Qualifications:

• High School diploma and 6 years of experience.
• U.S. citizenship and the ability to obtain/maintain a U.S. government agency level clearance (the DHS EOD, which you must attain prior to starting)
• Minimum 5 years of verifiable technical experience serving in information technology roles.
• 1-3 years hands-on experience with Amazon Connect in the AWS GovCloud environment (contact flows, routing, queues, etc.). Qualification as AWS Connect Communications Specialist a plus.
• 3-5 years' experience in IT Service Desk setting; experience should include knowledge of service desk KPIs and experience analyzing trends and recommending actions to restore KPI trends to acceptable norms.

Desirable Qualifications:

• Strong troubleshooting skills with Amazon Connect issues (system errors, connectivity, performance)
• Experience with service desk Omnichannel solutions (voice, email, chat, SMS)
• Solid understanding of contact center technologies, including Interactive Voice Response (IVR), Computer Telephony Integrations (CTI), call routing, and telephony integrations
• Familiarity with AWS security and compliance frameworks (IAM, encryption, etc.)
• Experience in IT operations and maintenance (O&M) operations in a cloud-based environment (AWS preferred); Linux and/or Windows server administration experience a plus
• ITIL v4 Foundations Certified. Familiarity with ITIL Service Desk Practice.

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.