Service Desk Reporting Analyst

Peraton is seeking a Service Desk Reporting Analyst to support our EITSI Service Desk and operations mission. This position is responsible for ongoing report development, sustainment, and analysis of Service Desk information and metrics, obtained from mostly the ServiceNow ITSM tool, Avaya and AWS. Involves development and preparation of information products for internal staff and external customers. The selected individual must have the ability to analyze data from conceptualization through presentation of the data. Proficiency with analytical tools to include ServiceNow, knowledge of data analysis methodology, use of presentation software, strong communication skills and a strong commitment to meeting suspense dates and delivering the highest level of customer service.

What you’ll do:

The Service Desk Reporting Analyst will be responsible for the following but not limited to:

• Setup queries and perform complex data analysis in support of customer requests and requirements.
• Produce a variety of reports on a daily basis and delivers to clients in a professional manner.
• Deliver sophisticated analysis products with accurate and appropriate interpretation and thoughtful evaluation of data.
• Work with customers to develop and understand product specifications.
• Deliver data products in report/presentation format, or verbally, to customer specifications
• Communicate effectively and arrange meetings as necessary to meet due dates
• Perform operational assessments, detailing trends/opportunities, and provides realistic recommendations to address the areas of concern or improvement opportunities.
• Research new data sources and analytical tools; contribute to new product development and improvement in product delivery and presentation
• Assist with special projects as assigned. Maintain area documentation.

Required Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree
• Ability to obtain Public Trust Clearance 
• Must be U.S Citizen
• Hands-on experience creating/administering reports in Excel, BI Tools, creating and developing queries (SQL, ServiceNow, Analytics or similar tools).
• ITIL4 Certification (ability to achieve within 60 days and maintain)
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• Proven technical competency in the following areas: Word, Excel, PowerPoint and Outlook
• Experience with ServiceNow – Report and Dashboard development or similar tools
• Must be on-site in office at San Antonio
• Dependable attendance, ability to work extended hours if needed to meet short suspense and deadlines

Desired qualifications:

• Relevant technical certifications and/or relevant MHS Application or Service Desk IT experience
• Demonstrated creative and analytical problem-solving skills
• Data Analytics and Excel experience reporting preferred
• Demonstrated written and verbal communication skills are essential
• Enthusiastic self-starter who is able to take initiative and think on his or her feet

Benefits:

At Peraton, our benefits are designed to help keep you at your best, beyond the work you do with us daily. We are fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.