Job Title: Performance Management AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Continental US* * *The Opportunity:CACI is seeking an experienced and highly motivated Network Service Provider Performance Management analyst. This candidate should have 5 or more years of service operations and delivery management experience in a network service provider environment. The Performance Management Analyst is a multifaceted role in the client’s multi-supplier ecosystem supporting the integration, management and measurement of Network Services.Responsibilities:Assist the lead in managing the Performance Management and Service Level Management functions of the Network Service Operations, and specifically the oversight relationships among both the program and other Service Providers, key government stakeholders, and other Functional Leads to ensure that service delivery and associated SLAs and KPIs are adhered to for end-to-end service delivery.Participate in communicating and strategically working across the program and customer ecosystem to standardize service delivery metrics, measures and reporting for the ecosystem.Assist the lead in the management of requirements for the ITSM SLM module and establishing standards for measurement, reporting and communication across the program to include participation in the Governance forums that are hosted by customerAssist with the establishment of performance goals for the development of SLA and KPI metrics, graphs, trends, and analysis to be presented at Governance ForumsProvide analysis and support for on-going service delivery, performance, and support other ITSM process areas as neededParticipate with a team of analysts to work with functional leads with defining the KPIs used to measure their performance and for major incident resolution and appropriate reporting Work
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