Service Performance Management Analyst

Description

SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance.

SAIC is seeking an ITIL Service Performance Management Analyst to design, execute, and interpret past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes.

Job Responsibilities:

• 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
• Work with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meetings 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 to support the program
• 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
• 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

Qualifications

Required Education:

• Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience

Desired Education:

• Bachelor's degree in business, computer science, management information systems, or related field

Required Experience:

• A good understanding of ITSM delivery and ITIL processes
• 3+ years' experience creating dashboards in Tableau or similar tools
• Knowledge of statistics and experience with statistical tools to analyze data sets (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
• Excellent written and verbal communication skills

Desired Experience:

• Experience with Confluence
• ITIL V4 certification
• Experience working with ServiceNow

Clearance:

• Must be a U.S. Citizen with an active TS/SCI with the required poly

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.