Service Desk Reporting Analyst

About Peraton

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Program Overview

About The Role

Peraton is seeking a Service Desk Reporting Analyst to support our EITSI Service Desk and operations mission. This position is responsible for ongoing report development, sustainment, and analysis of Service Desk information and metrics, obtained from mostly the ServiceNow ITSM tool and AWS. Involves development and preparation of information products for internal staff and external customers. The selected individual must have the ability to analyze data from conceptualization through presentation of the data. Proficiency with analytical tools to include ServiceNow, knowledge of data analysis methodology, use of presentation software, strong communication skills and a strong commitment to meeting suspense dates and delivering the highest level of customer service.

What you'll do:

The Service Desk Reporting Analyst will be responsible for the following but not limited to:

• Setup queries and perform complex data analysis in support of customer requests and requirements.
• Produce a variety of reports on a daily basis and deliver to clients in a professional manner.
• Ensure data accuracy, troubleshoot discrepancies, and help maintain datasets.
• Perform data mining on complex data and multiple data sources, using sophisticated tools and turn it into digestible and meaningful information.
• Deliver sophisticated analysis products with accurate and appropriate interpretation and thoughtful evaluation of data.
• Work with customers to develop and understand product specifications.
• Deliver data products in report/presentation format, or verbally, to customer specifications.
• Communicate effectively and arrange meetings as necessary to meet due dates.
• Perform data analysis, operational assessments, detailing trends/opportunities, and provides realistic recommendations to address the areas of concern or improvement opportunities.
• Research new data sources and analytical tools; contribute to new product development and improvement in product delivery and presentation.
• Identify opportunities to improve existing reporting processes.
• Assist with special projects as assigned. Maintain area documentation.

Qualifications

Required Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree.
• Ability to obtain Public Trust Clearance.
• Must be U.S Citizen.
• Hands-on experience creating/administering reports in Excel, BI Tools, creating and developing queries (SQL, ServiceNow, Analytics or similar tools).
• ITIL4 Certification (ability to achieve within 60 days and maintain)
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one.
• Proven technical competency in the following areas: Word, Excel, PowerPoint and Outlook, with a high level of accuracy and attention to detail to ensure reports are correct.
• Experience with ServiceNow - Report and Dashboard development or similar tools.
• Must be on-site in office at San Antonio.
• Dependable attendance, ability to work extended hours if needed to meet short suspense and deadlines.

Desired qualifications:

• Relevant technical certifications and/or relevant MHS Application or Service Desk IT experience.
• Demonstrated creative and analytical problem-solving skills.
• Data Analytics and Excel experience reporting preferred.
• Demonstrated written and verbal communication skills are essential.
• Enthusiastic self-starter who can take initiative and think on his or her feet
• Attention to detail, problem-solving, organization, data analysis, time management, and ability to work independently and collaborate in a Team environment.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO:Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.