Service Performance Management Analyst - TS/SCI with Polygraph

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that is important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Service Performance Management Analyst joining our team to support our government client’s activities in the Northern Virginia locations.

At GDIT, people are our differentiator. 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.

• Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
• Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
• Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
• Leverage the various reporting and presentation tools to provide analysis and recommendations
• Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers
• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement data collection solutions, data analytics, and other strategies that optimize statistical efficiency, and quality of information
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Identify, analyze, and interpret trends or patterns in complex data sets
• Supports Incident and Problem Management processes in root-cause analysis of major Incidents
• Work with management to prioritize business and information needs
• Locate and define new process improvement and Continual Service Improvement (CSI)opportunities
• Participates in special projects as required.

Qualifications:

• A Bachelor's Degree OR equivalent experience, 2+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
• A good understanding of ITSM delivery and ITIL processes
• One year experience conducting data analysis and creating dashboards in ServiceNow
• One year experience creating dashboards in Tableau
• Technical expertise regarding data models, database design development, data mining, and segmentation techniques
• Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI with Polygraph.

Desired Qualifications:

• ITIL Foundations Certification