Senior Service Performance Management Analyst

Senior Service Performance Management Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Service Performance Management Analyst designs, executes and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improved IT Service Delivery. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes.

As a Service Performance Management Analyst, you will:
• Design, develop and maintain dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers
• Integrate Tableau with various data sources, including SQL databases, cloud platforms, and spreadsheets
• Manipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues
• Produces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review
• Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
• Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
• Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
• Leverage the various reporting and presentation tools to provide analysis and recommendations
• Actively checks event data and other records to understand operational trends and to discover potential issues
• Stay updated on the latest Tableau features, best practices, and emerging BI trends.

Required Qualifications:
• A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
• 5+ years experience in building dashboards and reports using visualization software such as Tableau Desktop or other BI tools (e.g., Power BI)
• Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive modeling and customer analysis
• Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
• Proficient with ServiceNow applications of Incident, Problem, Change and Request, CMDB, SLM, and Performance Analytics
• Data-driven mindset of service excellence and customer satisfaction
• An Active TS/SCI Clearance with Polygraph

Preferred Qualifications:
• Experience working with and briefing government clients
• Obtain and/or maintain ITIL 4 Foundation or higher certification
• Experience using, managing or implementing ITIL practices

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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