Type of Requisition:RegularClearance Level Must Currently Possess:NoneClearance Level Must Be Able to Obtain:NoneSuitability:Agency SpecificPublic Trust/Other Required:NACLC (T3)Job Family:Data AnalysisJob Description:GDIT has a future opportunity for a Data Analysis Manager supporting the Enterprise Service Center that provides comprehensive service management, operations and reporting capabilities. The overarching philosophy of the ESC is as a one-stop source for initiating and resolving all Service Requests (Request Fulfillment), developing and managing all related technology solutions, and continually enhancing the customer experience though continual service improvement. The GDIT Data Analysis Manager will be responsible for managing and overseeing all data analysis and reporting needs of the Program. This includes data analytics needed to drive the Continual Service Improvement (CSI) program within the contract as well as customer driven ad-hoc reporting requests. Responsibilities and Duties:Ability to sift through multiple, rich datasets and integrate them to derive actionable insights that will drive new projects and initiatives which are critical to ensuring the stability, availability, and performance of our client's servicesIdentify and develop key performance indicators (KPI) that will accurately reflect the quality and performance of services delivered across a wide portfolio of shared servicesOversee and manage a small team of 2-3 data analystsResponsible for managing intake of ad-hoc reporting requests from Customer and keeping each request owner appraised of the status of implementation and final delivery of reportDevelop data analytics that will help drive CSI both from a Service Management performance perspective as well as a Customer Experience performanceWork with and present to senior government stakeholdersRequired Qualifications: Bachelor's degree with 5+ years of overall relevant experienceCertified ITIL(R) Foundation CertificationAbility to use data to derive actionable insights (including skills in designing data models, collecting data, data preparation, data augmentation, data mining)Demonstrated experience in data analysis, reporting and visualization toolsExperience with data analysis in the IT Service Management field with both Service Desk and Desk side support servicesDemonstrated experience with service desk technologies including ServiceNow specifically around dashboard reporting and customizationsExperience in communicating with senior level Government personnel, including agency executives.Experience leading a small team of 2-3 data analystsFamiliarity with Service Management and ITIL Framework (Incident Management, Problem Management, Change Management, Release Management)Ability to build partnerships with cross functional teams in order to achieve objectives and resultsDesired Qualifications: Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.Demonstrated experience with other service desk technologies such as NICE InContact, Robotic Process Automation (RPA) and Intelligent Virtual Agents (IVA)Demonstrated experience providing performance-based customer service support against multiple performance metrics in the Federal Government.Demonstrated experience providing high-quality service with incentivized SLAs/performance standards.Scheduled Weekly Hours:40Travel Required:Less than 10%Telecommuting Options:Telecommuting Not AllowedWork Location:USA DC WashingtonAdditional Work Locations:We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. 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.