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SLA & Metrics Analyst

Req #: 201188
Location: Annapolis Junction, MD US
Job Category: Information Technology
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must Be Current

Job Description

CACI Enterprise IT Operations has an opportunity for a SLA & Metrics Analyst to support a large and complex IT enterprise program by providing support to the overall management of SLAs and contract metrics.

What you’ll get to do:

You will be part of a team that ensures the best solution to meeting our SLAs via the analysis of IT ticketing data, compiling and reporting of metrics, and providing inputs and improvement suggestions to help reach our SLA requirements and goals.

More about your role:

You will work with the SLA and Metrics Management Lead by facilitating the tracking, management, and analysis of SLAs, SLA service credits, and metrics.

  • Provide failure analysis and corrective action plans for issues/missed SLAs.
  • Further network assist by identifying reasonable evidence for failures to prevent reoccurrence.
  • Develop service delivery SLAs, policies, and procedures for successful ITSM/ITIL and ServiceNow implementation.
  • Manage data generated by the IT enterprise tools that generate tickets assigned to engineers for resolution and document IT issues for root cause analysis and lessons learned.
  • Ensure SLA compliance with architectural guidelines and technical specifications of the ticketing systems, databases, and other applications used on the contract.
  • Identify operational trends across the global enterprise and support initializing global incident management across the program’s global locations.
  • Ensure service specification compliance and provide advice and recommendations on process best practices and identify solutions for improvements.
  • Analyze service delivery trends and recommend service improvement measures.
  • Perform configuration and design functional solutions (e.g., reports, interfaces, workflows, and extensions) for specific applications (e.g. ServiceNow) and other customer systems.
  • Interact and communicate with other program personnel, government management, and senior executives in addition to interfacing with IT vendors and end users.
  • Work with clients to understand and define needs and develop and recommend solutions to meet SLAs.

Take ownership and ensure proactive closure for SLA problem reports that fall within or appear to fall within area of responsibility.

You’ll bring these qualifications:

  • Bachelor’s Degree in a related discipline and 7 years + of experience related to analysis of data/systems or equivalent work/education experience and knowledge of project management.
  • Innovative and creative thinking for solutioning of SLA issues and ability to employ ingenuity to develop new technical solutions for new problems as they arise.
  • Experience with IT ticketing systems analysis.
  • Excellent writing and communication skills, including ability to develop analytical documents/reports and present oral presentations to senior/executive management.
  • Ability to delegate and provide guidance to employees regarding SLA policies.
  • Proficient in MS Office suite; Word, Excel, PowerPoint
  • Strong interpersonal skills and a team player mindset

    These qualifications would be nice to have:

  • Experience with MS Project
  • Experience with ServiceNow
  • ITIL Practitioner Certification
  • CompTIA Security + Certification
  • A development background that will be enhanced by ServiceNow System Administration, ServiceNow Advanced System Administration, Scripting in ServiceNow, and Application Creation in ServiceNow.
  • Experience in Enterprise and/or IT Service Management, Advanced System Administration, database design schemas and data modeling.

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.


Job Location

US-Annapolis Junction-MD-BALTIMORE


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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