Communication Support Analyst

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).

• 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 Service Now (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 Service Now (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.

• 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 Service Now 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.