Peraton is seeking a Data and Reporting Analyst to join our team of qualified and diverse individuals. The qualified applicant will be a member of the Department of State (DOS) Bureau of Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. 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 by generating reports and metrics to help assess Peraton’s performance across the CAEIO program and, consequently, identify continuous improvement opportunities or corrective actions. 

Responsibilities

• Develop data visualization through ServiceNow reports and dashboards across multiple ServiceNow modules (for example, Incident Management, Request Management, and Service Level Management tables).
• Measure program performance by developing dashboards, reports, and metrics using multiple data sources (SharePoint lists, Excel worksheets, etc.).
• Identify new reports and dashboards needed to improve analysis of data to improve program performance. 
• Measure program quality and compliance by developing and managing quality trackers.
• Work with CAEIO program teams and technical support teams to gather requirements for reports and dashboards when unable to develop in house.
• Coordinate input from ServiceNow development, maintenance team, and CAEIO program leadership team for new reporting features.
• Test and debug reports and dashboards from multiple data sources (ServiceNow, Excel, etc.).
• Provide guidance to team members in the development of reports and dashboards.
• Analyze data from dashboards and reports and recommend corrective actions and improvement projects (for example, automation, service catalog, process improvements, go to green corrective actions, trending projections).
• Work in a cross-team organization to support operations, engineering, program management, asset and acquisition teams with program performance reporting needs.
• Maintain program performance dashboards utilized internally and by the Government customers with weekly updates to metrics.
• Enhance program performance dashboards utilized internally and by the Government customers so better data-driven decisions can be made.
• Manage multiple Excel spreadsheets with complex formulas and calculations.
• Learn standard practices in Service Desk operations, as well as in other areas such as training, technical documentation, and service desk support, to provide backup coverage and strengthen the team during times of high demand.
• Complete the tasks with minimal supervision.

Core Work Schedule: First Shift (Monday - Friday, 8:30AM – 5:00PM ET)

Location: Must be local to Washington, DC area. This position is hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.

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).

Required Qualifications

• U.S. citizenship and an 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 gather requirements for reports and dashboards.
• Experience testing 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).
• Demonstrated attention to detail in daily activities and reporting.
• Demonstrated 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.
• Strong analytical, problem solving, and critical thinking skills.
• Proficient in Microsoft Excel, Word, PowerPoint (intermediate level or above).

Desired Qualifications

• Possesses an ITIL v4 Foundation Level Certification (or higher).
• SQL reporting expertise.
• Experience with data analysis and display tools like Grafana, PowerBI, and Tableau.
• 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.