SLA & Metrics Analyst
Job Description:CACI Enterprise IT Operations has an opportunity for an SLA & Metrics Analyst to support a large and complex IT enterprise program by providing support to the overall management of SLAs. Duties and RESPONSIBILITIES:As the programs SLA & Metrics Analyst you will be working for the SLA & Metrics Management Lead with some of your Duties and RESPONSIBILITIES outlined below: -You will assist the SLA and Metrics Management Lead with the management of SLAs, SLA service credits, and metrics. -Provide assistance to failure analysis and corrective action issues, help ensure compliance with architectural guidelines and technical specifications. -Provide assistance in the overall management for the SLAs, SLA service credits, metrics, and ensure all enterprise IT services are accomplished according to SLAs. -Ensure service specification compliance. -Assist in development, management, and administering service management best practices. -You will also be required to communicate with other program personnel, government management, and senior executives. -Support the development of service delivery SLAs and policies and procedures for successful ITSM/ITIL and ServiceNow implementation. -Takes ownership and ensures proactive closure for problem reports that fall within or appear to fall within area of responsibility; works closely with internal customers to quickly and successfully closeout problem reports.Desired Qualifications:-ITIL Practitioner Certification-CompTIA Security + Certification Education and Experience:Typically requires Bachelors degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline and seven to nine years of experience. PHYSICAL DEMANDS:Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required.CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where 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. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.