Quality Assurance Analyst/Data and Reporting Analyst - Peraton
Sterling, VA
About the Job
Responsibilities
Peraton is seeking a Quality Assurance Analyst/Data and Reporting Analyst (Analyst) to join our team of qualified and diverse individuals. The qualified applicant will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The Analyst will support the Quality Assurance audit processes and support the generation of reports and metrics assessing Peraton's performance across the CAEIO program. The Analyst will perform quality audits and generate reports on program metrics and data to identify continuous improvement opportunities and corrective actions.
Responsibilities
- Quality Assurance
- Conduct quality assessments of incident and service request tickets.
- Perform quality reviews and record findings from analyst documentation of call, email, and web support.
- Log findings from quality reviews of critical, high, and moderate tickets.
- Enter findings in multiple trackers and identify trends.
- Ensure customer satisfaction by supporting the service desk in meeting quality performance objectives and stringent quality standards within the Tier I, Tier II and Tier III Incident Management Lifecycle.
- Draft and present reports that demonstrate current state and thorough analysis of quality metrics.
- Develop subject matter expertise as a member of the quality team.
- Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles and other materials for effectiveness, and take prompt action to address knowledge design issues.
- Log and track action items to support completion or resolution and report accomplishments.
- Perform and utilize gap analysis, root cause analysis and other quality management techniques to diagnose issues and events that impact SLA events and service delivery.
- Reporting
- Support reporting lead in daily, weekly, monthly, semi-annual and annual data gathering and reporting.
- Develop ServiceNow reports and dashboards across multiple ServiceNow modules (for example, Incident Management, Request Management, and Service Level Management tables).
- Develop reports and dashboards against multiple data source types (SharePoint lists, Excel worksheets, Engineering Lifecycle Management (ELM), etc.).
- Provide guidance to team members to identify new reports and dashboards needed to improve analysis of data for enhanced program performance.
- Work with CAEIO program and technical support teams to gather and document requirements for reports and dashboards when unable to develop in house.
- Test and debug reports and dashboards from multiple data sources (ServiceNow, Engineering Lifecycle Management (ELM), Excel, etc.).
- Analyze data from dashboards and reports and make recommendations for proactive corrective actions or improvement projects (ex. automation, service catalog, process improvements, go to green corrective actions, trending projections).
- Maintain and enhance weekly updates to metrics for program performance dashboards that program managers and government customers use to support data-driven decisions.
Location: Must be local to Washington, D.C. and Virginia area. This position is hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.
Core Work Schedule: First Shift (Monday - Friday, 8:30AM – 5:00PM ET)
This position is hybrid after the individual completes a 2-week New Hire Training Program. The individual will be required to work onsite for the first 2-3 weeks, Monday through Friday between the hours of 7:30 AM to 5:00 PM (flexible) in Sterling, VA. After completing the training program, the individual will work their assigned shift in Sterling or DC up to two days per week. With manager approval, the individual can work remotely the other days. The number of days the individual works onsite is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office more than two days per week).
Qualifications
Required Qualifications
- U.S. Citizenship and active SECRET Government Security Clearance.
- A minimum of three years of experience developing and maintaining portfolio and/or program level dashboards and reports for an IT service delivery organization.
- A minimum of three years of experience working with Microsoft Excel to develop and maintain reports.
- A minimum of one year of experience with ServiceNow IT Service Management - Incident Management module.
- A minimum of one year of experience working with the ServiceNow Reports and Dashboards module to design and build dashboards and reports across multiple IT functional areas (across ServiceNow modules).
- Experience with SharePoint (Lists, webparts, and folders).
- Experience working with technical teams to test and gather requirements for reports and dashboards.
- Ability to provide guidance to team members in the development of reports and dashboards.
- Ability to analyze data from dashboards and reports to identify trends and make recommendations for corrective actions and improvement projects (automation, processes, and reporting).
- Ability to provide reporting against and managing to Service Level Agreements (SLAs).
- Ability to identify, record and communicate quality deficiencies in formal and informal business settings.
- Highly dependable with a proactive and team-oriented work posture.
- Ability to learn and retain Service Desk processes, procedures and standards and then transfer that into ticket reviews to identify deficiencies.
Desired Qualifications
- ITIL v4 Foundation Level Certification (or higher).
- SQL reporting expertise.
- Experience with data analysis and display tools, such as Grafana, PowerBI, and Tableau.
- Industry Quality Certification or equivalent work experience.
- Familiarity or experience with MS Teams (basic working knowledge) for communicating with teams, client and observing/data gathering.
- Familiarity or experience with SharePoint (basic functionality) to support a collaborative work environment and file organization, source and version control.
- Experience working in government IT Service Desk environments.
Education and Experience: Minimum 16 years with HS diploma; Minimum 14 years with AS; Minimum of 12 years with BS/BA; Minimum of 10 years with MS/MA; Minimum of 7 years with PhD.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.