GDIT is seeking a Process Improvement Analyst to join the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH). Our team of about 40 IT professionals supports approximately 900 users at NHGRI in Collaborative Capabilities, Desktop support, Scientific Systems Engineering, Infrastructure/ Data Center Operations, Project and Program Management support. You will drive Continuous Improvement (CI) by utilizing CI principles to meet organizational maturity goals. You will guide, train, execute, and measure process improvement strategies for the program.Responsibilities and Job Duties:Ensure sustainability and improvement processes and procedures.Track and report progress of ServiceNow tickets. Identify, communicate and resolve variances. Identify gaps in resources, results and performance.Recommend tools and methodologies. Sustain change and support continued use of implemented tools and methodologies.Work with team leadership to ensure tickets and processes are following Quality standards.Train and coach the ITSS Team in the use of improvement tools and methodologies to ensure timely completion of projects.Work with the Project Manager to recommend prioritization of projects that will ensure quality products to our clients.Work with the team to implement OLA's and KPI's; monitor OLA and KPI results; explain variances; and resolve gaps in performance to ensure sustainabilityIdentify gaps in performance against Best in Class and lead improvement initiatives that close said gaps.Train Information Technology Branch (ITB) staff. As needed, modify and fit training programs to requirements. Arrange and execute training programs. Assess training impact and gaps.Required Qualifications and Skills:BS/BA or the equivalent and two years related experience.ITIL Certification Experience with Microsoft Office products, including MS ProjectExperience with SharePoint/SharePoint OnlineExperience crafting and reporting metricsDesired Qualifications and Skills:Strong presentation and facilitation skillsPMP, ACP certificationBlackbelt certificationExperience with Six Sigma or Lean methodologiesExperience with the O365 suite of tools, including Planner and TeamsPrior training experiencePrior experience using ServiceNow or similar ticketing systemAttributes for Success:Excellent interpersonal skillsExcellent organizational and analytical skillsExcellent verbal and written communication skillsSummary:Must be able to work onsite in Bethesda. Occasion telework available with management approval.Ability to obtain and maintain a Public Trust For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.