Performance Analyst (Government) at AT&T in Oakton, Virginia

Job Description:

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Intelligence Community. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

Our Defense Team supports our Nation’s warfighters, providing, operating and assuring critical voice, video and collaboration services for the full spectrum of military operations.

AT&T has an opening for a Performance Analyst to support the SLO/SLA Reports Lead, Network Performance Lead, Ops Leads and Project Managers. The Performance Analyst will identify and coordinate improvements initiatives.

Description of Job Duties/Responsibilities:

• Identify and research Incident and Service Request inefficiencies/inaccuracies in processes and procedures.
• Gathers and analyzes quality statistics to determine trends.
• Analyze service ticket, and program operations and service trends to identify potential improvement areas and performance deficiencies.
• Make data driven recommendations to the organization on how to improve the customer experience and business performance based on an understanding of the entire ecosystem, not just on feature or data point.
• Understand the scope and relevant attributes of all current SLOs or SLAs and KPIs.
• Identify SLO, SLA, and KPI trends to implement actions before thresholds are crossed.
• Identify, analyze and implement improvement opportunities, collaborating with the architecture service areas and operations to form a strong and effective team dynamic.
• Apply business process improvement practices to re-engineer methodologies and principles; facilitate and manage improvements.
• Verify if improving initiatives are working as planned; introduce corrective measures where necessary.
• Prepare all required documentation.
• Present data/trends in a professional manner in large meeting environments.
• Define, build, analyze, and monitor key results and KPIs that inform product strategy.
• Participates in the continuous improvement process/reviews to ensure processes meet changing conditions.

Required Clearance: TSSCI with polygraph. (#polygraph)

Required Qualifications:    Candidate must have 7 years of experience that can be a combination of work history and education. This equates to a Doctorate and 0 years of experience OR Masters and 1 years, Bachelors and 3 years, Associates and 5 years or HS and 7 years. Must meet DoD 8570 Certification requirements for IAM Level 1.

Desired Qualifications:

• Networking background.
• Strong analytical skills.
• Preferable background in Service Now.
• Be a highly motivated, result-oriented, self-started who can deliver results with minimal guidance.
• Independent worker & team player.

Ready to join our team? Apply today!