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. TheService 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.
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.
ITIL Foundations Certification
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.