Senior Metrics Analyst

CACI International•National Harbor, MD

1d•$86,600 - $181,800•Onsite

About The Position

CACI is seeking a Sr Metrics Analyst to join our technical operations team on a contract supporting Department of Homeland Security. The Sr Metrics will play a key role in the success of the task order execution, analyzing past and current data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery while defining and closely tracking program Service Level Agreements (SLA) and metrics. This is direct support of a 24/7/365 environment for DHS sites in the National Capital Region.

Requirements

Able to obtain/maintain DHS Entry on Duty (EOD) suitability clearance
Bachelor’s degree and 5 years of experience
Maintain an ITIL v4 Foundation Certification, and experience using, managing, and implementing ITIL practices
Experience generating reports, conducting data analysis, and creating dashboards in ServiceNow
Experience creating dashboards and visualizations in PowerBI
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Extensive experience with the Microsoft Office Suite (Word, PowerPoint, Excel), MS Teams and Office 365
Strong meeting facilitation and presenting abilities
Strong skills in data analytics and report design/presentation
Skilled at working collaboratively in a complex environment across many teams, driving performance achievement and improvements.

Nice To Haves

Excellent organization, self-starter and capable of transition

Responsibilities

Serve as subject matter expert (SME) for performance analytics across the program
Lead and mentor support staff in data analysis methodologies and best practices
Define, implement, and monitor proactive and reactive metrics that provide awareness and reveal opportunities for improved performance and/or efficiencies
Provide technical guidance and oversight to other team members on complex analytical assignments
Oversee the Service Level Management process, including the collection, analysis, and reporting of contractual service level results
Continuous monitoring of performance metrics and service level agreements to ensure they are being met or exceeded, calling attention to those at risk
Analyze data and identify trends which indicate risk in achieving the customer's mission and strategic objectives using statistical techniques and provide ongoing reports
Use data analytics to provide actionable, timely and accurate reporting to improve service delivery
Manipulate and simplify large data sets to find, extract, and summarize key records and features, and explain their relevance to operational issues
Design and build dashboards and reports in ServiceNow and/or PowerBI to support our program
Leverage various reporting and presentation tools to provide analysis and recommendations
Create reports and dashboards in ITSM tool demonstrating advanced proficiency
Provide performance metrics presentation and analysis for governance forums
Produce finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review
Assist the Program Manager in optimizing performance of services and processes to create and increase value for the Customer
Coordinate with cross-functional teams in performance improvement initiatives and CSI projects
Develop, track and report on key performance metrics, service level agreements, industry best practices and methods
Understand the Customer's mission and focus, and the impact of our Tier II and III teams on their ability to succeed
Perform additional duties as assigned.