IT Analyst

IT AnalystMetro Systems is seeking a highly motivated IT Analyst to support our client in McLean, Virginia.Overview:• To compile, research, analyze and document data, requirements, workflow/ processes, functionality and or controls for the Data Center Management Team (DCM).Responsibilities:• Ticket analysis (review and improve ticket workflow), ensure tickets have all necessary data and assign tickets to appropriate resources based on shift requirements, data, work quality, work methods, processes, service specific practices, standards and metrics/statistics.• Interpret results of analysis; present recommendations, including alternatives and implications.• Familiar with reporting tools in order to create reports, pull ticket history, build dashboards and express requirements to the technical ServiceNow team.• Analyze and improve processing procedures, policies, and assist DCM Managers with creating a training program.• Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes.• Update and Maintain DCM SharePoint site.• Monitor and analyze key performance indicators, and establish processes and methodologies for preventative.• Compile, review and prepare data to be used by analysts and management in the analysis of operations, services and products.• Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance.• Analyze information to produce analytically-driven inferences and hypotheses to generate actionable recommendations.• Solve business problems by defining the problem, identifying and evaluating alternatives, and presenting findings.Qualifications:• Advanced level of experience working with several reporting tools and applications such as SharePoint, IT Business Management (ITBM), and Service Now is required. Some background in technical writing is also preferred.MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.