SLA Metrics Analyst (Job Number:434008)
Works under the direction of the TESS Performance Manager to provide analytical support for program performance metrics based upon current industry best practices
Candidate will be involved in the continual refinement of the performance based metrics.
Support analysis of metrics data coming from management tools such as ServiceNow, OmniPlus, Cisco devices, CA tools, MS Project, and other IT systems.
Candidate will apply statistical methods to the collected metrics to determine satisfaction of achievement of target levels, trending analysis, and predictive analysis used to prevent future potential performance drops below the targets.
Candidate will facilitate in developing a Business Intelligence solution to support ongoing program performance analysis.
Required Education and Experience:
B.S. in related or equivalent technical field plus 2+ years of experience (4 additional years substitute the B.S.).
2+ years of IT operations experience.
Knowledge of industry metrics best practices and IT Service Management.
Knowledge of developing and maintaining Service Level Requirements/Agreements.
Metrics analysis experience with an extreme attention to detail along with strong analytical and problem-solving skills.
Effective communication, documentation and interpersonal skills.
Proficient with MS Office especially Excel, PowerPoint, Word, Visio and Project.
Diligent work ethic with a focus on quality, results and customer satisfaction.
Ability to obtain a Public Trust (pass a NACI Background Investigation).
Desired Skills and Experience:
ITIL Foundations Certification, Intermediate preferred.
Ability to create business and technical processes.
Ability to comprehend highly complex and technical information.
Problem escalation/corrective action analysis and recommendations.
Knowledge and experience in the full software development lifecycle.
General knowledge of application and network management systems.
General knowledge of IT Help Desk processes.
Mandatory Non-Technical Skills:
Ability to communicate technical issues at a level that is easily comprehensible to the audience.
Ability to work well under pressure and within defined process.
Ability to make recommendations for changes and improvements to IT systems, tools and processes.
Ability to execute very detailed analyses and record keeping with the highest quality level.
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability
Job Posting: Nov 15, 2018, 4:27:10 PM
Primary Location: United States-VA-VIENNA
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job