Senior Metrics Analyst

Role Overview

The Senior Metrics Analyst will play a key role in the success of the task order execution, analyzing past and current data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery while defining and closely tracking program Service Level Agreements (SLA) and metrics.

The Senior Metrics Analyst will work closely with Leads and Managers to understand and monitor response times and other defined SLA to ensure overall program success, while developing data management strategies to track and report metrics showing progress of initiatives and return on investment.

The ideal candidate will have strong analytical skills, experience with data analytics and report design/presentation, and the ability to work collaboratively in a complex environment across many teams.

• Able to obtain/maintain DHS Entry on Duty (EOD) suitability clearance
• Bachelor’s degree and 5 years of experience
• Maintain an ITIL v4 Foundation Certification, and experience using, managing, and implementing ITIL practices
• Experience generating reports, conducting data analysis, and creating dashboards in Service Now
• Experience creating dashboards and visualizations in PowerBI
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Extensive experience with the Microsoft Office Suite (Word, PowerPoint, Excel), MS Teams and Office 365
• Strong meeting facilitation and presenting abilities
• Strong skills in data analytics and report design/presentation
• Skilled at working collaboratively in a complex environment across many teams, driving performance achievement and improvements.

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits