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trallc is hiring: Communication Support Analyst in Tucker Job Opening In Tucker – Now Hiring trallc


Job description

Posting date

19th September, 2025

Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC).


Responsibilities



  • Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders.

  • Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).

  • Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline.

  • Manage GNOB POC Database for Enterprise Service Owners and Stakeholders.

  • Provide customer support for ServiceNow (MHSSHD) usage issues.

  • Confirm Master Incident and/or Problem record assignment for major issues.

  • Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions.

  • Participate on MIM Bridge Calls and provide support for executive level requests.

  • Review documentation, notifications, and reporting of active service interruptions.

  • Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management.

  • Address issues ranging from ticket routing for backend operations to break/fix issues for everyday users, including major PC software troubleshooting, patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance.


Requirements



  • Bachelor’s Degree (High School Diploma and equivalent technical experience and certifications may be used in lieu of BS/BA degree).

  • 3+ years of related job experience; 8+ years without BS/BA degree.

  • Familiar with Service Desk support methodology.

  • Ability to work on shifts (or on call) as necessary to support the 24x7 GNOC mission.

  • ITILv4 Foundations Certification (Preferred).

  • Experience developing various data analytics and operational performance reports.

  • Experience creating and delivering executive summary and after action reports.

  • Experience in developing quality measures and approaches to enhance service quality.

  • Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.

  • Proven experience with ServiceNow ITSM.

  • Knowledge of ITILv4 practices.

  • Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication.

  • Have or able to obtain requisite DoD 8570 certifications.

  • Experience with federal contracting, including the Department of Veterans Affairs.


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Required Skill Profession

Information And Record Clerks


  • Job Details

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