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CACI International Service Performance Management Analyst in International, United Kingdom

Service Performance Management Analyst

Job Category: Project and Program Management

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

What You'll Get To Do:

The Performance Management Analyst is a multifaceted role working in at a customer location supporting the implementation and management of performance metrics across multiple providers to ensure adherence to ecosystem processes. The analyst is responsible for leading implementing, maintaining, and delivering of the Performance Management outcomes, including design and implementation of performance metrics, recommendations for service level measures, and the continual service improvement (CSI) program at the site.

More About This Role:

  • Understands the Customer’s business and the impact of delivery teams on its ability to succeed

  • Monitor day-to-day operations of the Performance Management process at site and service while driving service excellence through quality deliverables

  • Defines, implements, and monitors proactive and reactive metrics that provide awareness and reveal opportunities for improved performance and efficiencies

  • Influence Service Level Management process at the site, including the collection, analysis, and reporting of contractual service level results

  • Analyzes data and identifies trends which indicate risk in achieving the customer’s business and strategic objectives

  • Optimizes performance of services, Managed Service Providers, and processes to create and increase value for the Customer

  • Provides performance metrics presentations and analysis for site stakeholders

  • Supports the CSI program through identification and implementation of opportunities to improve performance

You’ll Bring These Qualifications:

  • Information Systems, Statistics, Business, Management, or related field

  • 10 years’ work experience in IT Service Management

  • Minimum of 6 years’ relevant work experience and leadership in IT Performance Management, Data Scientists, or related discipline

  • Maintain a ServiceNow Systems Administrator certification

  • Maintain an ITIL 4, ITIL v3/2007, v3/2011 course with Foundation Certification, and experience using, managing, or implementing ITIL practices

  • Proficient with ServiceNow applications of Incident, Problem, Event, Change and Request, Configuration Management Database (CMDB), Service Lifecycle Management (SLM), Performance Analytics, and Tableau

  • Successful teamwork experience and demonstrated leadership abilities

  • Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive models, and custom analysis

  • Experience administering and using data visualization tools to synthesize and analyze large multi-system data sets

  • Considered a forward-thinking leader in Performance Management and CSI, measurement, and reporting methodologies

  • Skilled at working collaboratively in a complex environment and driving performance achievement and improvements

  • Data-driven mindset of service excellence and customer satisfaction

  • Strong skills in data analytics and report design and presentation

  • Service Integration and Management (SIAM) implementation and operations

  • Strong verbal and written communications skills

  • Ability to brief data to a large audience including Executives and key Government stakeholders

These Qualifications Would be Nice to Have:

  • Six Sigma Green Belt

  • Experience working with Government clients



What We Can Offer You :

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

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. As such, any offers of employment may be contingent upon COVID-19 vaccination or an approved accommodation. All new hires are required to report their vaccination status.