Experience Inc. Jobs

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.

Job Responsibilities:

• 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.

Required Qualifications:

• 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

Preferred Qualifications:

• 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 Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.