Service Performance Management Analyst

The Service 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.

Requirements

• Current TS/SCI with Poly
• Minimum of 7 years experience as a Data Scientist (or similar experience in data preparation, synthesis, and analysis) for enterprise IT Programs
• Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive modeling, and customer analysis
• Experience using, managing, or implementing ITIL practices
• Have experience administering and using data visualization tools to synthesize and analyze large multi-system date sets
• Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
• Proficient with ServiceNow applications of Incident, problem, change and request, CMDB and SLM, and Performance Analytics, Tableau
• Data-driven mindset of service excellence and customer satisfaction
• Strong skills in data analytics, report design and presentation
• Successful teamwork experience
• Service Integration and Management implementation and operations

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits