CACI International Data Analyst in Washington, District Of Columbia
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
What You’ll Get to Do:
As the Data Analyst, you are responsible for maintaining and reporting data on required metrics and provide any other information that facilitates the Government’s insight into the Service Desk's operational effectiveness. Additionally, the data analyst shall collect data related to trouble calls and generate metrics to be reported on a weekly and monthly basis as part of the trend analysis reporting. This information shall provide details related to call volumes, first call resolution, escalated ticket quantities, time to resolution, trends related to service issues, etc. Also, other data collected is supply driven, i.e., how often should we order consumables, replace equipment, etc. This includes the collection of data on “type” of service requests received based on CMDB assets and analyze this data for trends concerning equipment maintenance, customer needs, and resolution timeframes.
More About the Role:
Reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed meetings.
Conduct analysis of data collected and facilitate additional analysis with team leads.
Assist in development and reporting of SLAs.
Maintain and monitor data on consumables and equipment maintenance.
Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.
Monitor and correlate incidents to identify trends and potential systemwide problems.
Coordinate root cause analysis activities.
Participate in IT departmental meetings to ensure awareness of operational activities and upcoming changes as well as provide service desk statistics and updates.
You’ll Bring These Qualifications:
MS or equivalent + 7 years of applicable experience or BA/BS or equivalent + 10 years of applicable experience.
Experience in development and reporting of service metrics and key performance indicators (KPIs).
Analysis, creation, visualization, and presentation of the data.
Knowledge of ITIL best practices and standards.
Moderate Service Now reporting, system administration, or development.
Moderate math and statistical skills.
Strong verbal and written communications skills and effective presentation skills for non-technical stakeholders and management.
Use of business intelligence and analytics tools.
Ability to relate to all levels of the organizations.
Self-motivator, independent, organized, cooperative, flexible, creative.
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.