GDIT has a future opportunity for a Data Analysis Manager supporting the Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continual service improvement.
The GDIT Data Analysis Manager will be responsible for managing and overseeing all data analysis and reporting needs of the Program. This includes data analytics needed to drive the Continual Service Improvement (CSI) program within the contract as well as customer driven ad-hoc reporting requests.
Responsibilities and Duties:
Ability to sift through multiple, rich datasets and integrate them to derive actionable insights that will drive new projects and initiatives which are critical to ensuring the stability, availability, and performance of our clients services
Identify and develop key performance indicators (KPI) that will accurately reflect the quality and performance of services delivered across a wide portfolio of shared services
Oversee and manage a small team of 2-3 data analysts
Responsible for managing intake of ad-hoc reporting requests from Customer and keeping each request owner appraised of the status of implementation and final delivery of report
Develop data analytics that will help drive CSI both from a Service Management performance perspective as well as a Customer Experience performance
Work with and present to senior government stakeholders
Bachelor’s degree with 5+ years of overall relevant experience
Certified ITIL® Foundation Certification
Ability to use data to derive actionable insights (including skills in designing data models, collecting data, data preparation, data augmentation, data mining)
Demonstrated experience in data analysis, reporting and visualization tools
Experience with data analysis in the IT Service Management field with both Service Desk and Desk side support services
Demonstrated experience with service desk technologies including ServiceNow specifically around dashboard reporting and customizations
Experience in communicating with senior level Government personnel, including agency executives.
Experience leading a small team of 2-3 data analysts
Familiarity with Service Management and ITIL Framework (Incident Management, Problem Management, Change Management, Release Management)
Ability to build partnerships with cross functional teams in order to achieve objectives and results
Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.
Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.
Demonstrated experience with other service desk technologies such as NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)
Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.
Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.
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.