Management Analyst

Position: Performance Management Analyst
Job ID311753

Job Title:

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:

Up to 10%
Type of Travel:
Continental US*
*
* The Opportunity:

CACI is seeking an experienced and highly motivated Network Service Provider Performance Management analyst. This candidate should have 5 or more years of service operations and delivery management experience in a network service provider environment. The Performance Management Analyst is a multifaceted role in the client’s multi-supplier ecosystem supporting the integration, management and measurement of Network Services.

Responsibilities:

Assist the lead in managing the Performance Management and Service Level Management functions of the Network Service Operations, and specifically the oversight relationships among both the program and other Service Providers, key government stakeholders, and other Functional Leads to ensure that service delivery and associated SLAs and KPIs are adhered to for end-to-end service delivery.

Participate in communicating and strategically working across the program and customer ecosystem to standardize service delivery metrics, measures and reporting for the ecosystem.

Assist the lead in the management of requirements for the ITSM SLM module and establishing standards for measurement, reporting and communication across the program to include participation in the Governance forums that are hosted by customer

Assist with the establishment of performance goals for the development of SLA and KPI metrics, graphs, trends, and analysis to be presented at Governance Forums Provide analysis and support for on-going service delivery, performance, and support other ITSM process areas as needed

Participate with a team of analysts to work with functional leads with defining the KPIs used to measure their performance and for major incident resolution and appropriate reporting

Work closely with the customer, functional leads, and process leads to analyze service delivery, recommend appropriate SLAs and KPIs and create appropriate Service Now (or Tableau) dashboards, for reporting and communications to ensure standardization of network service delivery

Develops an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels, and serves as an escalation point for issues

Perform the collection, analysis, and the reporting on service delivery performance metrics, trends and bottlenecks

Provide material for monthly business reviews covering Service Level performance, technology planning, reporting status, operational issues, and improvement opportunities

Qualifications:

Required:

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience5+ years of experience in network operations, quality assurance, or related roles

TS/SCI with Poly required

ITIL Certified

Experience with Service Now, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions

Experience of performance data analysis of ITIL processes

Knowledge of analyzing data, metrics, and associated results and communicate effectively what the data is portraying

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

Data-driven and analytical mindset of service excellence and customer satisfaction

Excellent customer service skills to understand client and Customer representative’s concerns and requirements

Desired:

Experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios

Experience working with Government clients, specifically within the Intelligence Community Project Management Professional (PMP) certification

Leader in MSI practice implementation and operations

Led managed IT infrastructure service transitions

Experience leading large teams in a matrixed management structure

Demonstrated experience with facets of personnel management

Experience managing large, decentralized public-sector clients

This…