Performance Management Analyst

The Performance Management Analyst role is a multifaceted position that involves managing the Performance Management and Service Level Management functions of the Network Service Operations, and participating in communicating and strategically working across the program and customer ecosystem to standardize service delivery metrics, measures and reporting for the ecosystem.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 5+ years of experience in network operations, quality assurance, or related roles
• TS/SCI with CI Poly required
• ITIL Certified
• Experience with ServiceNow, Tableau, or other measurement tool sets; and experience with Microsoft Excel advanced functions
• Experience of performance data analysis of ITIL processes
• Knowledge of analyzing data, metrics, and associated results and communicate effectively what the data is portraying
• Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
• Data-driven and analytical mindset of service excellence and customer satisfaction
• Excellent customer service skills to understand client and Customer representative’s concerns and requirements

Benefits

• Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
• Competitive compensation
• Flexible time off benefit
• Robust learning resources to make ambitions a reality