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CACI International Performance Analyst in Arlington, Virginia

Performance Analyst

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

The Performance Analyst is responsible for assessing and tracking the overall quality and performance of CACI’s end user services teams to include the service desk and desk-side support technicians. Candidates will analyze technician tickets ensuring accuracy against defined quality standards, elevating and tacking issues to management. In addition, candidates will support reporting, analytics, trend analysis and data visualization activities that drive performance and quality of programs and projects across an IT delivery organization.

Job Responsibilities:

  • Review, catalog and track technician tickets for accuracy, quality and timeliness scoring each ticket based on measurable and defined performance standards

  • Define, develop and improve standard IT operations and project metrics, providing simple and complex analytics to address effectiveness, efficiency and quality of delivery execution

  • Provide high quality and accurate reporting and analytics that reflect performance and identify risks at operations, project and program level

  • Participate in the transition from standalone reports to standardized “on-demand, self-service” dashboards and reports in support of operations, executive reviews and others as required

  • Recommend process improvements and establish procedures that positively impact overall operations

  • Work collaboratively with senior leaders to establish quality standards and key performance indicators

Required Qualifications:

  • Must be a U.S. Citizen, with or eligible for a DHS EOD clearance

  • BA + 8 years’ experience, AA + 10 years’ experience or 14 years’ experience

  • Experience in IT operations (e.g. service desk, call center, help desk) trend analysis and common key performance indicators

  • Experience and understanding of Service Now ticketing system Performance Analysis and Reporting capabilities to provide key information to CACI Management for decision and change management

  • Expert in the use of Microsoft Office, especially Excel (to include pivot tables, macros, graphs, charts, etc.)

  • Excellent verbal and written communication skills

Preferred Qualification:

  • COMPTIA A+, or Network+, or Security+ Certification

  • ITIL Foundation certification

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.