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.