ITSM Metrics Analyst
Connect the people who matter to the data they need the most. At BAE Systems Intelligence & Security, our cutting edge teams are providing customers with the latest technologies in cloud, cyber, software development and virtualization to enhance intelligence collaboration and make the world a safer place. We’re ready for any challenge – are you game? Join us and learn what Inspired Work is all about.
The successful candidate will be responsible for performing IT Service Management (ITSM) metrics collection, analysis, and reporting in support of enterprise wide Continual Service Improvement (CSI) activities. This includes assisting with the development of Key Performance Indicator (KPI) and measure development, data source identification, work flow development, qualitative and quantitative metric analysis, and reporting in a variety of formats. The ITSM Metrics analyst will also support enterprise Service Delivery Managers with trend analysis, analyzing service performance metrics; and Service Level Agreement (SLA), Service Level Objective (SLO), Operational Level Agreement (OLA), monitoring and reporting. Additionally, this position will assist with program Quality Assurance auditing and produce timely reports on all aspects of service performance, customer satisfaction, and service quality. Minimum Education and Experience Bachelor’s Degree and 5 years work experience or equivalent experience Required Skills and Education Required education:
Bachelor Degree or six additional years of experience in lieu of a degree Minimum 3-5 years experience analyzing and managing complex data sets. Working knowledge of ITIL v3 Service Design, Service Strategy, Service Transition, Service Operations, and Continual Service Improvement processes. Experience working with automated ITSM ticketing systems;(Incident, Problem, Change, Service Requests). Experience with Microsoft SharePoint and other MS Office Suite tools. Experience developing executive and operational level reports in multiple formats. Ability to multi-task in a dynamic environment. Experience working in large federal government organizations. Good analytical, planning, presentation, writing, and communication skills. Preferred Skills and Education Experience supporting large ITIL based IT enterprises, ITIL Foundations or Intermediate Level Certifications Service Lifecycle or Service Capability PMP, Six Sigma/Lean Certifications, CISA, CGEIT certifications highly desired. About BAE Systems Intelligence & Security BAE Systems is a premier global defense and security company with approximately 90,000 employees delivering a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support and services. Information Solutions, based in Reston, Virginia, is among the 10 largest IT providers to the U.S. government, serving most of the federal defense and civilian marketplace. It provides network-centric command, control, computing, and intelligence (C3I) solutions; wideband networking radio systems; information systems for the U.S. intelligence community; geospatial information services; and information technology services. Leveraging its knowledge of signals and data derived from signals, Information Solutions has attained a market-leading position in advanced information technology research, intelligence analysis and production, and geospatial exploitation software. Equal Opportunity Employer/Females/Minorities/Veterans/Disabled/Sexual Orientation/Gender Identity/Gender Expression EEO Career Site Equal Opportunity Employer. Minorities . females . veterans . individuals with disabilities . sexual orientation . gender identity . gender expression
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