Job Information
CACI International Service Performance Management Reporting Analyst in Chantilly, Virginia
Service Performance Management Reporting 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
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 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
BITS3
allspark
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.