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CACI International Inc · 5 months ago

Service Performance Management Analyst

US VA Chantilly

Full-time

Onsite

Senior Level

$104K/yr - $218K/yr

7+ years exp

CACI International Inc is a company dedicated to ensuring the safety of the nation through innovative solutions. They are seeking a Service Performance Management Analyst who will design, execute, and interpret data to improve IT service delivery and identify trends. This role involves analyzing data, optimizing performance, and providing actionable insights to enhance customer outcomes.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

Responsibilities

Understand the customer’s business and the impact of delivery teams on its ability to succeed

Define, implement, and monitor proactive and reactive metrics that provide awareness and reveal opportunities for improved performance and efficiencies

Analyze data and identify trends which indicate risk in achieving customer’s business and strategic objectives

Optimize performance of services, managed service providers, and processes to create and increase value for the customer

Provide performance metrics presentations and analysis for governance forums

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

Builds queries to monitor the IT Service Delivery environment to analyze demand, usage, and performance

Uses data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management and proactive problem and incident management

Works with the Service Providers, retained IT, and management teams to identify and monitor process performance

Lead Technical Exchange Meeting related to data structure, quality assurance, and reporting

Apply the various reporting and presentation tools to provide analysis and recommendations

Evaluate, analysis and interpret data to develop recommendations for service and process improvement

Define and deliver solutions to clean-up data and provide the appropriate level of data hygiene

Analyze complex data schema (tables, reference, relationships) from multiple data sources/platforms

Define new data collection and analysis processes

Design and develop approaches leading to data automation, integration processes, and improvements

Normalize and redesign existing data schema according to requirements, business direction, and commercial best practices

Qualification

Data analysisData visualization toolsServiceNow applicationsITIL practicesData modelingData automationPerformance metricsCustomer satisfactionService Integration ManagementReport designContinuous improvementTeam collaborationCommunication

Required

Current TS/SCI with Poly

Minimum of 7 years experience as a Data Scientist (or similar experience in data preparation, synthesis, and analysis) for enterprise IT Programs

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

Experience using, managing, or implementing ITIL practices

Have experience administering and using data visualization tools to synthesize and analyze large multi-system date sets

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

Proficient with ServiceNow applications of Incident, problem, change and request, CMDB and SLM, and Performance Analytics, Tableau

Data-driven mindset of service excellence and customer satisfaction

Strong skills in data analytics, report design and presentation

Successful teamwork experience

Service Integration and Management implementation and operations

Preferred

ITIL 4 Foundation certification

ServiceNow Fundamentals certification

Six Sigma Green Belt

Experience working with government clients

Participation in large managed service transitions

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees