ITSM Analyst / Performance Management Analyst
Falconwood Inc.

Overview

The IT Lifecycle Management Analyst/Performance Management Analyst is responsible for the comprehensive review and analysis of data collection tools, interfaces, architecture, and reporting methodologies to identify trends and develop strategies that enhance overall program performance. This role involves the development and implementation of policies and strategies related to departmental performance, ensuring alignment with the organization's goals, objectives, and mission requirements. The Analyst will effectively communicate these strategies to service and process owners, program leadership, and other stakeholders, facilitating the resolution of performance issues across the program. The position also requires providing subject matter expertise in IT Service Management (ITSM) Processes, including the development and measurement of Key Performance Indicators (KPIs) and Critical Success Factors (CSFs). Additionally, the Analyst will oversee surveys, translate strategic concepts into actionable objectives, and recommend improvements to ITSM processes and enterprise IT infrastructure. The role includes developing technical and executive presentations, as well as providing training and guidance on performance and service improvement.
Responsibilities

• Proven experience in analyzing and improving system performance within an IT environment, particularly in IT Service Management (ITSM).

• Strong proficiency in reviewing and evaluating data collection tools, interfaces, architecture, and reporting methodologies.

• Demonstrated ability to develop and implement strategies that align with organizational goals and improve overall system performance.

• Experience in coordinating and communicating performance issues to stakeholders, including the preparation of reports and presentation support.

• Expertise in developing and measuring ITSM Processes, KPIs, and CSFs.

• Proven ability to articulate issues to program personnel and collaborate with government and support staff to resolve disputes effectively.

• Experience in leading the development and oversight of organizational surveys, including translating strategic concepts into actionable strategies.

• Ability to identify system performance measures and recommend actions for improvement relative to program goals.

• Strong skills in developing both technical and executive-level presentations.

• Experience in providing training and guidance on performance and service improvement to departmental staff and senior management.

• Advanced proficiency in Microsoft Excel for data analysis and reporting

• ITIL v3 or ITIL 4 Foundation certification

• Agile or SAFe intro/foundational level course

• Bachelor's degree in IT or equivalent related experience
• 5+ years of experience in Information Technology (IT), with emphasis on IT management and data analysis