Service Performance Management AnalystThe Service Performance Management Analyst designs, executes and interprets past and real-time data to identify trends, reconcile inconsistencies, and make recommendations to improved IT Service Delivery. This includes active analysis of the traditional ITSM Event, Incident, Request, Problem, Knowledge, Change, Configuration, and Release processes. As a Service Performance Management Analyst, you will:Design, develop and maintain dashboards and reports in ServiceNow and/or Tableau to support our Program, Governance, and Service ProvidersIntegrate Tableau with various data sources, including SQL databases, cloud platforms, and spreadsheetsManipulates and simplifies large data sets to find, extract, and summarize key records and features, and to explain their relevance to operational issuesProduces finished analysis products which are suitable for presentation to senior leadership with little or no oversight or reviewMonitor and query the IT Service Delivery platform to analyze demand, usage, and performanceUse data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management, and conduct proactive problem and incident managementWorks with the ITSM Process Leads and Customer Engagement Teams to identify and monitor process performance and Service Provider performanceAnalyze, define, and report on trends identified in the dataFacilitate Technical Exchange Meeting related to data structure, quality assurance, and reportingLeverage the various reporting and presentation tools to provide analysis and recommendationsActively checks event data and other records to understand operational trends and to discover potential issuesStay updated on the latest Tableau features, best practices, and emerging BI trendsRequired Qualifications:A Bachelor's Degree OR equivalent experience/4+ years of IT experience AND 1+ year of data analyst, Performance Management, and Service Delivery reporting5+ years experience in building dashboards and reports using visualization software such as Tableau Desktop or other BI tools (e.g., Power BI)Capable of designing and constructing new processes for data modeling and production using prototypes, algorithms, predictive modeling and customer analysisSkilled at working collaboratively in a complex environment and driving performance achievement and improvementsProficient with ServiceNow applications of Incident, Problem, Change and Request, CMDB, SLM, and Performance AnalyticsData-driven mindset of service excellence and customer satisfactionAn Active TS/SCI Clearance with PolygraphDesired Qualifications:Experience working with and briefing government clientsObtain and/or maintain ITIL 4 Foundation or higher certificationExperience using, managing or implementing ITIL practices