Service Performance Management Analyst

Service Performance Management 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

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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 Performance Management Analyst, you will:

• 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

Required Qualifications:

• 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 Qualifications:

• ITIL 4 Foundation certification
• ServiceNow Fundamentals certification
• Six Sigma Green Belt
• Experience working with government clients
• Participation in large managed service transitions

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here .

The proposed salary range for this position is:
$103,800 - $218,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.