IBM Performance Management Analyst - Metrics in HERNDON, Virginia

Facilitates the management of performance standards, service levels, and other operational standards by establishing processes and procedures to measure, archive, analyze, and expose IT systems performance metrics. Gathers and interprets metrics to define the health and success of IT systems.

Experience with ITSM applications, processes for incident, problem, change, configuration management and asset managementExperience developing processes and procedures to measure, archive, and expose performance metrics applying best practices based on ITIL framework.Experience with ITSM SW platforms Experience with IT Change Management processes and practicesProject Management experience including ability to prepare & review project plans & monitor to ensure successful implementationsExperience with analytics toolsIT Infrastructure Library (ITIL) certificationExperience providing reporting and dashboards associated with SLA management and metrics affecting system availability, issue tracking and reliability.Track & monitor Service Level Agreements (SLA) and provide Continual Service Improvement (CSI) inputs to senior managementCompile and publish metrics on SharePoint using role-based accessProvide analysis through data visualization tools

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