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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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As a Service Performance Management Analyst, you will design, execute, and interpret past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery. This role involves active analysis of traditional ITSM processes including Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release.

As a Service Performance Management Reporting Analyst, you get to:

• 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

• Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers

• 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

• Actively checks event data and other records to understand operational trends and to discover potential issues

Position Responsibilities:

• Interpret data, analyze results using statistical techniques and provide ongoing reports

• Develop and implement data collection solutions, data analytics, and other strategies that optimize statistical efficiency, and quality of information

• Acquire data from primary or secondary data sources and maintain databases/data systems

• Identify, analyze, and interpret trends or patterns in complex data sets

• Supports Incident and Problem Management processes in root-cause analysis of major Incidents

• Work with management to prioritize business and information needs

• Locate and define new process improvement and Continual Service Improvement (CSI)opportunities

You'll Bring These Qualifications:

• An Active TS/SCI Clearance with Polygraph

• A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting

• A good understanding of ITSM delivery and ITIL processes

• One year experience conducting data analysis and creating dashboards in ServiceNow

• One year experience creating dashboards in Tableau

• Technical expertise regarding data models, database design development, data mining, and segmentation techniques

• Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS)

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

These Qualifications Would Be Nice To Have:

• ITIL Foundations Certification

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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. (https://careers.caci.com/global/en/life-at-caci)

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**Pay Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) .

The proposed salary range for this position is:

$86,600 - $181,800

_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._