Job Description
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. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes. As a Service Performance Management Analyst, you will:
• Design, develop and maintain dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers
• Integrate Tableau with various data sources, including SQL databases, cloud platforms, and spreadsheets
• Manipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues
• Produces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review
• Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
• Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
• Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
• Analyze, define, and report on trends identified in the data
• Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
• Leverage the various reporting and presentation tools to provide analysis and recommendations
• Actively checks event data and other records to understand operational trends and to discover potential issues
• Stay updated on the latest Tableau features, best practices, and emerging BI trends. Required Qualifications:
• A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
• 5+ years experience in building dashboards and reports using visualization software such as Tableau Desktop or other BI tools (e.g., Power BI)
• Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive modeling and customer analysis
• 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, SLM, and Performance Analytics
• Data-driven mindset of service excellence and customer satisfaction
• An Active TS/SCI Clearance with Polygraph Desired Qualifications:
• Experience working with and briefing government clients
• Obtain and/or maintain ITIL 4 Foundation or higher certification
• Experience using, managing or implementing ITIL practices
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