Senior Service Performance Management Analyst Location: Chantilly, Virginia, United States of America | TS/SCI with Polygraph | 313112 Job Category: Information Technology | Type: Full time | Minimum Clearance Required to Start: TS/SCI with Polygraph | Employee Type: Regular | Travel: None The Service Performance Management Analyst designs, executes, and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improve IT Service Delivery. This includes active analysis of traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes. As a Service Performance Management Analyst, you will: Design, develop, and maintain dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service Providers Integrate Tableau with various data sources, including SQL databases, cloud platforms, and spreadsheets Manipulate and simplify large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issues Produce finished analysis products suitable for presentation to senior leadership with little or no oversight or review 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 Work 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 Meetings related to data structure, quality assurance, and reporting Leverage various reporting and presentation tools to provide analysis and recommendations Actively check event data and other records to understand operational trends and discover potential issues Stay updated on the latest Tableau features, best practices, and emerging BI trends Required Qualifications: Bachelor's Degree or equivalent experience with 4+ years of IT experience and 1+ year of data analyst, Performance Management, and Service Delivery reporting 5+ years experience in building dashboards and reports using visualization software such as Tableau Desktop or other BI tools (e.g., Power BI) Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive modeling, and customer analysis Skilled at working collaboratively in complex environments and driving performance improvements Proficient with ServiceNow applications of Incident, Problem, Change, Request, CMDB, SLM, and Performance Analytics Data-driven mindset focused on service excellence and customer satisfaction Active TS/SCI Clearance with Polygraph Preferred Qualifications: Experience working with and briefing government clients ITIL 4 Foundation or higher certification Experience using, managing, or implementing ITIL practices allspark What You Can Expect: A culture of integrity. At CACI, we prioritize character and innovation, dedicated to our customer’s missions and the safety of our nation. An environment of trust. We value the contributions of every employee, offering flexible time off and access to learning resources. A focus on continuous growth. We aim to advance national missions, build on our success, and foster your career development. Your potential is limitless. So is ours. Learn more about CACI here. Pay Range: $103,800 - $218,100. Factors influencing salary include location, experience, skills, education, and certifications. We offer comprehensive benefits including healthcare, wellness, financial, retirement, family support, education, and time off. We are an Equal Opportunity Employer, considering all qualified applicants regardless of race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, veteran status, or other protected characteristics. Join our Talent Community to stay informed about opportunities, build your network, and stand out in applications. #J-18808-Ljbffr
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