Key Responsibilities:

Develop a strong familiarity of the Service Desk Service and Incident Management processes for use in the creation of training materials and modules to meet client expectations.
• Conduct training on contractor developed processes to monitor tickets to successful resolution, regardless of assigned ownership of the ticket (such as a watch list), to include training on best practice to document, triage, and respond to user incidents, and to escalate to the appropriate area of support when warranted.
• Analyze Customer Satisfaction Survey Report and service desk related SLAs to identify gap in SOPs or knowledge base as a baseline to develop training plans to address deficiency and improve overall efficiency of the service desk team members.
• Collaborate with colleagues and client to develop self-help tutorials to allow end-user to get answers and resolve basic issues without contacting the Service Desk.
• Conduct training for service desk staff on client specific applications and systems, e.g., the Exchanges Automated Management System (TEAMS) and the Automated Directives System (ADS).
• Work with analysts to reinforce the training content and quality compliance.
• Develop and enhance training modules using a variety of training methods and strategies.
• Conduct training sessions and develop criteria for evaluating the effectiveness of training activities.
• Create training schedule, maintain records of training activities and document participant progress, and monitor post-training performance for effectiveness.
• Interface directly with client training personnel.
• Work with Service Desk Manager and Quality Teams to drive process improvements by identifying performance deficiencies, trends, and areas of opportunity.
• Conduct quarterly reviews of Service Desk-related standard operating procedures and knowledge base content, and work with Knowledge Manager to address inconsistencies.
• Represent training and or quality area in discussion with client.
• Deliver onsite training to new hires and provides coaching. *Contingent upon Contract Award*

Basic Qualification:

• U.S. Citizen; eligible for DOD Secret Security Clearance.
• High School diploma with five (5) or more years' experience delivering training in a classroom or remote setting.
• Capable of conducting training sessions, leading meetings, and creating presentations using Microsoft PowerPoint.
• Proficient using Microsoft Excel with experience creating multi-functional spreadsheets.
• Strong attention to detail and able to identify trends.
• Ability to work independently and take initiative to do what is needed to achieve quality performance goals.
• Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings.
• Schedule flexibility to train across various shifts.

Preferred Qualification:

• Active DOD Secret Security Clearance.
• ITIL v.4 Certification
• ServiceNow Incident Management Experience

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.