KPI Analyst

Job ID: 2402788-2954

Location: REMOTE WORK, WY, US

Date Posted: 2024-02-22

Category: Information Technology

Subcategory: Bus Proc Analyst

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: Interim Secret

Clearance Level Must Be Able to Obtain: Secret

Potential for Remote Work: No

Description

SAIC is currently hiring a remote Service Level/KPI Analyst that will play a critical role in planning, monitoring, and assisting in the management and technical activities to deliver the overall program and individual projects on schedule, on budget and with the highest quality.

Job Duties:

• Assist the Service Level Manager in defining and implementing the metric-gathering process for the program including SLAs, KPIs, and control limits.
• Assist the Service Level Manager in leading metrics to ensure incident response is met and SLAs are resolved
• Analyze and monitor Service Level Agreements (SLAs) and reporting via the IT Service Management System
• Recommend automations for analyzing and reporting data
• Identify short and long term performance trends and identify actionable improvements
• Measure the performance of service delivery against SLAs in real time and coordinate with operations personnel to take action to ensure SLAs are met using appropriate ITSM toolset whenever possible
• Review captured performance data and interact with senior management to ensure that services and levels are aligned with tactical business requirements
• Review performance trends and propose changes to SLAs/KPIs to drive improved service delivery
• Manage (direct and indirect) resources that will assist in the delivery of SLA/KPI metrics to the customer

Qualifications

Required Education and Experience:

• Bachelors and five (5) years of experience; four (4) years of experience in lieu of degree

Required Clearance:

• Must have at least an Interim Secret clearance to start work and be able to obtain and maintain a Secret clearance.

Required Skills:

• Experience with DoD IT or engineering, computer, security or operating systems.
• Experience with demonstrated experience in evaluating SLAs and how best to measure those requirements against stated service specification goals
• Experience automating and reporting of performance metrics
• Experience with exposure to multiple, diverse technologies and processing environments

Required Certifications:

• ITIL 4 Foundations certification

Target salary range: $75,001 - $100,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.