CACI International Inc
Performance Management Analyst
CACI International Inc, Sterling, Virginia, United States, 22170
Overview
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Performance Management Analyst
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CACI International Inc . Job Details
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 ServiceNow (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 experience 5+ years of experience in network operations, quality assurance, or related roles TS/SCI with Poly required ITIL Certified Experience with ServiceNow, 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 Note: This position is contingent on funding and may not be filled immediately. It is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. Seniority level
Mid-Senior level Employment type
Full-time Job function
Research, Analyst, and Information Technology Industries
IT Services and IT Consulting 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.
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Join to apply for the
Performance Management Analyst
role at
CACI International Inc . Job Details
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 ServiceNow (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 experience 5+ years of experience in network operations, quality assurance, or related roles TS/SCI with Poly required ITIL Certified Experience with ServiceNow, 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 Note: This position is contingent on funding and may not be filled immediately. It is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. Seniority level
Mid-Senior level Employment type
Full-time Job function
Research, Analyst, and Information Technology Industries
IT Services and IT Consulting 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.
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