10 Service Delivery Analyst Jobs in Arlington, VA
CACI is Hiring a Service Delivery Analyst Near Arlington, VA
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
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Company Overview:
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.
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn morehere
The proposed salary range for this position is:
$71,500 - $150,200Job Summary
Full Time
IT Outsourcing & Consulting
$92k-120k (estimate)
05/16/2023
07/20/2024
caci.com
ARLINGTON, VA
15,000 - 50,000
1962
Private
JOHN S MENGUCCI
$5B - $10B
IT Outsourcing & Consulting
Related Companies
The job skills required for Service Delivery Analyst include Project Management, Problem Solving, Troubleshooting, Communication Skills, Technical Support, Business Analysis, etc. Having related job skills and expertise will give you an advantage when applying to be a Service Delivery Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Service Delivery Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Service Delivery Analyst positions, which can be used as a reference in future career path planning. As a Service Delivery Analyst, it can be promoted into senior positions as an Implementation Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Delivery Analyst. You can explore the career advancement for a Service Delivery Analyst below and select your interested title to get hiring information.
