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.

Meet Some of BAE Systems's Employees

Chandra C.

Vice President, Finance

Chandra helps steer the overall financial direction of BAE Systems’ headquarters. She interacts with many teams to lead mergers and acquisitions, investments, and general maintenance of all the numbers.

Melissa M.

Human Resources Manager

Melissa advises BAE Systems on the full HR spectrum. She brings in new talent, prepares team members for success, pops in on payroll and benefits, and shapes the company’s culture.

Back to top