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Principal Customer Service Analyst

Requisition ID: R10070417

  • Category IconCategory: Business Development
  • Location IconLocation: Tinker AFB, Oklahoma, United States of America
  • Citizenship IconCitizenship Required: United States Citizenship
  • Clearance IconClearance Type: Secret
  • Telecommute IconTelecommute: No- Teleworking not available for this position
  • Shift IconShift: 1st Shift (United States of America)
  • Travel IconTravel Required: Yes, 10% of the Time
  • Positions IconPositions Available: 1

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people's lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation's history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon. We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they're making history.

Northrop Grumman’s Global Operations Security is seeking a motivated Customer Service Analyst in the Oklahoma City area ready to elevate a Computer Operations Team responsible for the security, reliability, and availability of multiple systems/platforms in support of our Nation's defense. 

Roles and responsibilities include, but are not limited to:  

  • Providing responsive quality customer service and support.

  • Performing analysis of customer problems and directing the implementation of corrective action to restore function and avoid recurrence.

  • Serving as the customer’s single point-of contact for problem escalation and resolution.

  • Recording all incidents while maintaining accountability and ownership until resolved.

  • Interfacing with appropriate technical personnel for customer problems.

  • Monitoring progress on problem resolution and initiating feedback to management and the customer.

  • Performing customer follow-up to verify final resolution and determine satisfaction level.

  • Reviewing and developing systems, process, and procedures to ensure effective problem solving.

  • Performing other duties as assigned.

Basic Qualifications:

  • Associate's degree and 7 years of experience OR Bachelor's degree and 5 years of experience OR Master’s degree and 3 years of experience; 9 years of experience may be considered in lieu of completed degree.

  • Active DoD Secret clearance.

  • Ability to be cleared to special access programs.

  • Experience applying technical standards, principles, theories, concepts and techniques.

  • Experience providing solutions to a variety of technical problems of increasing scope and complexity as assigned

Preferred Qualifications:

  • Experience operating under and managing systems within NISPOM Chapter 8, DCID 6/3-ICD 503, RMF, STIG, JAFAN, or JSIG information system environments.

  • Experience working with IT professionals.

  • Performing complex tasks and participating in determining objectives of assignment.

  • Planning schedules and arranging activities towards accomplishing objectives.

  • History of coordinating between internal/external organizations in execution of tasks

ESCSO


Salary Range: $62,300 USD - $93,500 USD

Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.

The health and safety of our employees and their families is a top priority. The company encourages employees to remain up-to-date on their COVID-19 vaccinations. U.S. Northrop Grumman employees may be required, in the future, to be vaccinated or have an approved disability/medical or religious accommodation, pursuant to future court decisions and/or government action on the currently stayed federal contractor vaccine mandate under Executive Order 14042 https://www.saferfederalworkforce.gov/contractors/.

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit http://www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.



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What's great about
Northrop Grumman

  1. Be part of a culture that thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work.
  2. Use your skills to build and deliver innovative tech solutions that protect the world and shape a better future.
  3. Enjoy benefits like work-life balance, education assistance and paid time off.


Did you know?

Northrop Grumman leads the industry team for NASA’s James Webb Space Telescope, the largest, most complex and powerful space telescope ever built. Launched in December 2021, the telescope incorporates innovative design, advanced technology, and groundbreaking engineering, and will fundamentally alter our understanding of the universe.