Performance Excellence / Data Analytics

Company: Leidos
Location: Rockville
Posted on: January 15, 2022

Job Description:

Description Job Description:Leidos has an opening for a Performance Excellence / Data Analytics position to support our Nuclear Regulatory Commission (NRC) customer headquartered in Rockville, MD. The position will serve as the point of contact for the operational and performance reporting of End User Services to the NRC and Leidos. -- -The candidate should have excellent communication skills and experience meeting with the customer to report/review status and future requirements. The Lead should also have strong analytical skills for establishing metrics, identifying and resolving data issues, and determining weaknesses in documentation and requirements.Duties may include coordinating cross-tier integration, managing internal operating level agreements (OLAs), periodic review of system documentation, monitoring of key performance indicators (KPI), and coordinating with quality assurance and other technical groups. Needs to be creative, imaginative, thorough, and practicable, and consistent with organization objectives.You will work in a fast-paced and diverse environment and will have a management team that encourages your career development and growth.-- - In this role, you will gain many intangible skills, such as time and task management, critical thinking and problem solving, the ability to communicate complicated problems in a concise manner, as well as solve complex problems using available tools.-- - This job is for you, if you have an interest in joining a dynamic and respected team of individuals who provide unmatched support to our clients.-- - -- -Primary Responsibilities:Attend various change management, release and deployment, other designated meetings to stay aware of IT environment/changes.Monitor and report on aged tickets, escalations, trends, etc. for EUCS team; monitor and notify managers of any upcoming SLA/SLR breaches.Experienced in Service Level Agreements (SLA's)/Service Level Requirements (SLR's); ensures measures meet acceptable reliability standards.Monitors and reports on key performance indicators (KPI) on incident/request volume and performance.Update and submit the monthly Performance Metrics spreadsheet and report.Provide MTTR/other dashboard status to the NRC integrator that is fed into the PowerBI dashboard for NRC view.Maintain list of EUCS SOP/CSI accomplishments.Experienced in help desk, desk side, and performance management.Experienced in collecting data from various data sources; analyzing data for exceptions/abnormalities; and accurate reporting to various company and customer levels.Establishes metrics, analyzes results and identifies trends for internal operational reporting.Reviews knowledgebase and identifying documentation requirements.Good people and communication skills.Be able to schedule and conduct collaboration, operational, and status meetings with peers, other providers, company, and customer.Must be able to maintain data in current reports and create ad-hoc reports based on requirements gathered.Please Note:-- - This is a 100% Full Time Remote Work at Home position.-- - One will need to report/be available to go to the Rockville, MD office in person for new hire training and/or periodically for training/collaboration.-- - Travel as needed/required.Required Skills:Bachelor's degree from an accredited college in a related discipline, OR equivalent experience/combined education, with 2+ years of professional experience OR Masters with less than 2 years of prior relevant experience.-- - Additional years of experience may be considered or accepted in lieu of degree.Customer service skills.Excellent verbal and written communication skills.Must have good understanding of Microsoft office suite (Word, Excel, Powerpoint, etc).Experienced in analyzing data retrieved from various systems and can produce reports. Experienced and / or have knowledge in ticketing systems (Service Level Agreements OR Service Level Requirements), processes, workflows, etc.-- - Must be able to obtain an NRC Public Trust Security Clearance prior to start (may take anywhere between 1-3 months).Due to contract requirements, U.S. Citizenship OR U.S. Permanent Residence is required.Preferred Skills:ITIL Foundation or higher.Prefer government contracting experience.Certifications in this area of work.Leidos is growing!-- -Connect with us on-- -LinkedIn-- -and-- -Facebook.We value and support the well-being and mobility of our employees with competitive benefit packages, complementary e-learning training, work-life flexibility, an exciting-- -External Referral Program, and a diverse, inclusive and ethical work place. In fact, in 2020, Leidos was ranked as one of the "World's Most Ethical Companies"-- - by the Ethisphere Institute for the third consecutive year.Pay Range:#Remote

Keywords: Leidos, Rockville , Performance Excellence / Data Analytics, Other , Rockville, Maryland