Service Performance Management Analyst (CI Poly)

As a Service Performance Management Reporting Analyst, you get to:
Monitor and query the IT Service Delivery platform to analyze demand, usage, and performance
Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident management
Works with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performance
Analyze, define, and report on trends identified in the data
Facilitate Technical Exchange Meeting related to data structure, quality assurance, and reporting
Leverage the various reporting and presentation tools to provide analysis and recommendations
Design and build dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers
Manipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues
Produces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or review
Actively checks event data and other records to understand operational trends and to discover potential issues
PR: 50-57/HR

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An Active TS/SCI Clearance with Polygraph
A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting
A good understanding of ITSM delivery and ITIL processes
One year experience conducting data analysis and creating dashboards in ServiceNow
One year experience creating dashboards in Tableau
Technical expertise regarding data models, database design development, data mining, and segmentation techniques
Knowledge of statistics and experience with statistical tools to analyze data sets (ServiceNow, Excel, SPSS, or SAS)
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

ITIL Foundations Certification

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.