CACI International Service Delivery Analyst in Arlington, Virginia
Service Delivery Analyst
Job Category: Engineering and Technical Support
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
As the CACI Service Delivery Analyst you will be responsible for ensuring the quality of service desk and deskside support services. Candidates will manage multiple tickets queues to ensure timeline responsiveness of tickets while also ensuring tickets are updated and completed based on KPIs and SLA standards.
Manage and/or oversee all queues to ensure SLA compliance and improve customer experience through queue management.
Review and tag within 30 minutes of receipt and transfer to appropriate queue for triage, troubleshooting, and resolution.
Ensure incidents contain required information needed for troubleshooting and resolution.
Ensures SLA compliance for proactive monitoring and Incident response are met through quality assurance validation and continuous review.
Assist in problem identification and trend analysis to prevent recurrence of incidents elevate to Problem Management Team.
Misroute/re-route out-of-scope tickets to service desk or appropriate assignment queue to address customers issue at the lowest level possible.
Review ticket backlogs and follow-up with technicians and/or section leads on aging tickets.
Prepare weekly reports on problem tickets and feedback for improvement.
Assists in the development of procedures and documentation for managing queues.
Collaborate with Managers to ensure provided knowledge articles are relevant and contain escalation requirements.
Escalate matters and collaborate with Service Leads as deemed necessary to perform tasks.
Minimum of 5 years’ experience in the IT field in service delivery management, business analysis or project management
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Bachelor’s degree or equivalent + 6 applicable years of experience
Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
Experience running reports in ServiceNow or Remedy
Able to plan and prioritize workload to ensure objectives and tickets are achieved on time
Willing to learn new technologies and increase technical proficiencies
Experience with Office 365 Suite (especially excel)
Experience interfacing with high level government officials
Strong analytical, problem-solving and communication skills
Experience in general IT Troubleshooting
COMPTIA A+, or Network+, or Security+ Certification
ITIL Foundation certification
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI 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, status as a protected veteran, or any other protected characteristic.
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