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.
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