Business Metrics Analyst – TS/SCI Required

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Chantilly VA US

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Description

Job Requisition:

Business Metrics Analyst – TS/SCI Required

Job Description:

Adhering to process and procedural directives, candidates will deliver high quality support to individuals and technical teams in order to facilitate the timely resolution of assignments and meet Service Level Agreements. Contributing to continuous service and quality improvement initiatives will be vital while working as a member of the Service Operations team.

Specific Functions
Performs a variety of activities which contributes the successful delivery of outcomes of the Service Operations Team. Requiring familiarity of the field of IT Service Management and expertise in the domain of ticket management and client engagement, which may include:

* On a monthly basis,  measure and determine levels of success in SLAs and KPIs
* If necessary provide clarification and request arbitration for problematic tickets
* Creation and maintenance on jeopardy reports for distribution to the workforce
* Provide quality control of INC and CRQ processes to continually improve productivity 

 
Interface effectively with the Service Desk, Customer, program teams, Analysts, Project Managers and other Service Providers
* Triage and if possible resolve incident and service requests coming from the Service Desk
* Route incidents and service requests to appropriate programs service queues
* Support request fulfillment management, event management, and incident management in coordination with the ESC. This includes coordination to create or modify ticket workflows within Remedy (future ITSM toolsets) to support the program.
* Raise, update and resolve specific program ticket types under direction from Operations Management 
* Contribute to monitoring the various channels of the communications 
* Identify and update Knowledge Base Articles as directed or required
* Manage multiple work queues and assume responsibility for adhering to quality control practices
* Support Daily, weekly, monthly reporting on queue levels and ensuring work queues are maintained and controlled
* Source and analyze relevant subject matter documentation
* Participate in continuous service & quality improvement initiatives
* Identify and implement efficiencies to enhance service outcomes
* Preform analysis of Capacity to support data calls pulled from Customer’s ticketing system
* Creation of reports and / dashboards allowing for high level views as well as drill downs
* Ensure adherence to processes by employees for IT Support
* Other duties as required.

Qualifications:
* Appropriate degree from an accredited university or equivalent experience/combined education, with professional experience and specialized training commensurate with assignment
* Experience in creating dashboards in Tableau

ITIL V3 Foundations Certificate desirable

* Knowledge of ITSM ticket systems (Remedy or more preferably ServiceNow and its associated reporting functionality
* Experience in reporting on a variety of business processes and technologies used in service delivery
* Experience with flexible solution design for new and emergent reporting requirements
* High-level of experience using MS Office applications
 
Experience:
Coupled with your education and practical experience, you will demonstrate a ‘can-do’, pro-active, approach with the ability to understand the business, identify issues and develop relationships to achieve Leidos’ objectives.

* Some experience with relevant ITSM technologies and the customer environment
* Basic understanding of ITIL Incident, Problem and Change Management, Request Fulfillment, and Release and Deployment processes
* Demonstrated ability in following direction and working as part of a team of professionals, with particular experience working within Project life cycles
* Demonstrated ability to consistently produce excellent results in a complex environment
* Demonstrated ability to communicate successfully with internal and external stakeholders
* Experience in adapting to new technologies rapidly.

Skills &Abilities:

You will have strong communication skills (verbal and written), technical and interpersonal skills combined with the ability to work autonomously as well as contribute as a valued team member including: 
* Strong planning and organizational skills
* An ability to manage the resolution of basic technical issues 
* Strong initiative in developing and improving systems and procedures
* Strong problem solving skills
* Strong analytical skills with attention to detail
* Demonstrated ability to build and maintain effective working relationships across all levels
* Ability to work effectively and efficiently in a fast pace environment
* Strong skills with relevant technologies and domains
* Demonstrated ability to follow direction, negotiate effectively, and communicate with excellence
* Proficient with MS Office applications.

Additional Duties:
Adhering to process and procedural directives, candidates will deliver high quality support to individuals and technical teams in order to facilitate the timely resolution of assignments and meet Service Level Agreements. Contributing to continuous service and quality improvement initiatives will be vital while working as a member of the Service Operations team.

Education & Experience:

Requires Bachelors Degree and 8 – 12 years of prior relevant experience or Masters Degree with 6 – 10 years of prior relevant experience. May possess a Doctorate in technical domain.

***This position is either Springfield, VA or Chantilly, VA***

External Referral Bonus:

Eligible

Potential for Telework:

No

Clearance Level Required:

Top Secret/SCI

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Customer Support

Intelligence

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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JBLeidos / An Equal Opportunity Employer