Incident and Performance Manager / Senior Analyst

Company Name:
SRA International
Job Family Process Analysis
Position Title: (WD) Incident and Performance Manager / Senior Analyst
Group (WD) Health & Civil
Telecommuting Options Telecommuting Not Allowed
Position Work Location (WD) ROCKVILLE, MD - 9609 MEDICAL CENTER DR (MDC080)
US Citizenship Required No
Clearance Required: No
Daily Responsibilities: Job Description:
SRA International is seeking to hire a Senior Analyst to work on site at our customer, NCI (National Cancer Institute) in Rockville,
The successful candidate for this job will analyze program service level performance against target Service Level Agreements (SLAs) and work with functional groups to take corrective action. Individual will also take on role as the Incident Manager and Problem Manager for significant issues.
Supports large information technology projects related to the individual's subject matter expertise. Conducts analyses in respective areas of business expertise. Assembles, prepares, and analyzes data for studies, statistical models, evaluations, system requirements, and other needs. Uses technical discretion within defined practices and policies in selecting methods and techniques for determining approaches or obtaining solutions. Assembles, prepares, and analyzes data; presents briefings to client on analyzed data. Provides technical advice, operating assistance, and counsel in respective business area of expertise. Prepares and delivers presentations to colleagues, subordinates, and government representatives of technical reports/briefings based on the expert interpretation of analyzed data.
Job Responsibilities:
Reviews incidents and service requests daily
Identifies trends and determines corrective action or problem initiation
Reviews performance reports and provides recommendations
Investigates incident issue with user and/or technical functional group(s)
Develops and conducts briefings based on performance metrics and reports
Analyzes leading and trailing performance indicators
Manages ongoing SLA performance using ticket tool triggers and other monitoring and reporting tools
Handles critical (Severity 1 & Severity 2) and other designated incidents from end to end
Coordinates and manages Critical, Urgent, and other designated problem resolution
Facilitates technical resolution of the issue through bridge calls and continuous follow-up with resolver team
Communicates with support staff, Government management, and customers about an ongoing outage
Posts information about outage on applicable communications board
Liaisons with problem management teams to create Problem (PBI) incidents for root cause analysis (RCA) tracking
Contributes to the development of Incident Management process and procedures
Contributes to the development of Problem Management process and procedures
Weekly Hours: 40
This location is accessible by public transportation and is located near the Shady Grove metro stop.
Required: Degree None
Required: Basic Qualifications Required Qualifications:
o ITIL Foundations certification (version 3)
o 6+ years substantive knowledge and experience analyzing and /or managing IT service deliver performance in large enterprise environments with experience required in the following areas:
Experience reviewing ticket data and identifying trends for corrective action
Experience working with enterprise IT ticketing tool, preferably with ServiceNow
Experience with direct end user customer service and interaction
Experience developing Service Desk reporting requirements in support of SLA metrics
Strong understanding of ITIL (Service Desk, Incident Management, Problem Management and Change Management)
Experience using leading indicators of performance to identify changes to service
Experience providing or managing end user support
Experience providing and analyzing metrics on a periodic and ad-hoc basis
Good team and cross functional issues resolution and facilitation skills
Ability to take control of critical situation and drive multiple teams towards resolution of the issue
Desired: Skills Desired Skills and Education:
o ITIL Service Operations Intermediate Certification
o Experience briefing management and/or senior executives on performance metrics and analysis
o Experience leading incident coordination and resolution for Critical and / or Urgent incidents
o Experience serving in role of Incident Manager
o Experience identifying incident trends to identify problem to be addressed
o Experience serving in role of Problem Manager
o Experience developing incident and/or problem management processes
o Good understanding of network technologies
o Education preferred: Bachelor's Degree in Engineering,
Science, Information Systems, or Business.

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