Sr. Program Analyst

Clearance Level
Program Management
Mechanicsburg, Pennsylvania

REQ#: RQ62085 Sr. Program Analyst (Open)

Travel Required: Less than 10%
Requisition Type: Regular
Job Description

Research and document requirements to develop SLAs to support customer needs

· Identifying and coordinating changes and integrating those in order to exceed customer expectations and meet SLA levels

· Collection, reporting, and analysis of SLA metrics for a large IT service contract, responsible for monthly and ad hoc reporting for Client

· Understanding foundational concepts of SLA Management and CSI

· Identifying metrics to be used to measure SLA across IT Service spectrum

· Coordinating project wide Continual Service Improvement (CSI) efforts to optimize operations for technical and cost efficiencies

· Leading the efforts and process to gather and create ITSM Process requirements or process improvements

· Leading process bench-marking to ensure fit for purpose and best in class process delivery / execution

· Acting as the supportive source of knowledge for SLA and CSI processes

· Works with operational and engineering organizations to implement SLA and CSI metrics

· Leading the project CSI effort

· Maintaining the accuracy of the Continual Service Improvement Registry

· Working with Customer Governance for CSI related approvals

· Supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities

· Working with process owners to implement and deploy CSI changes

· Leading the escalation / communication of risks and issues as appropriate

· Supporting the communication and training of Continual Service Improvement to operational and engineering team

QUALIFICATIONS: BA/BS degree or equivalent

5+ years experience

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 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.