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Job Location: Herndon, VA
Position Description:
Data Analyst, MSEP
2022-54179
If you love dynamic, high op tempo, challenging projects supporting the unique needs of military spouses-Serco has a great opportunity for you! Bring your expertise and collaborative skills to make an impact in the retention of our military personnel, improve access to quality career opportunities for our military spouses, and enhance satisfaction with military life.
Spouse Education and Career Opportunities (SECO) is a Department of Defense program designed to assist military spouses and surviving spouses with education and career planning. SECO services are accessed and branded through the Military OneSource (MOS) program. MOS is the branded Employee Assistance Program for DoD military beneficiaries.
Certified career counselors in the MOS Spouse Career Center provide education and career counseling services to all military spouses associated with the following four Spouse Education and Career Opportunities life cycle stages: career exploration; education, training and licensing; employment readiness; and career connections.
The position will be responsible for assisting in the real time monitoring of service levels and site performance to ensure effective management of the career center and employment partnership mission requirements. The position will have high visibility to all the operations teams. This position requires the ability to multitask in a fast-paced environment and provide daily recommendations on program optimizations that drive positive service level performance.
You will be part of a large, geographically dispersed team that works closely with Serco program management team and other Serco teams to deliver quality services to our military/government customer and military spouses.
In this role, you will be responsible for:
Provides management, direction, and administration for the collection, validation, holistic analysis and reporting of program data.
Provides oversight, guidance and training to data analysts to ensure accurate program analysis and reporting.
Establishes processes to measure formal Key Performance Indicators (KPI) and other program performance metrics.
Collects, validates and stores all program KPIs, performance metrics and associated data in designated warehouse.
Leads the analysis of results by PWS task area and holistically across PWS task areas using business intelligence tools.
Responsible for timely posting of actual KPI and performance metrics on performance dashboard.
Ensures the timely distribution of program data for analysis and inclusion in formal and informal contract deliverables and reporting.
Performs Quality Control (QC) Inspector tasks as assigned and performs QC activities in accordance with the Quality Management Plan.
Responsible for preparing contract reporting
Responsible for coordinating with corporate technical services for support, update and security of tool suite.
Other duties may be assigned.
Qualifications:
To be successful in this role, you will have:
Must be a United States (US) Citizen
Must be able to obtain a favorable National Agency Check (NACI) (Desired – Active NACI)
A bachelor’s degree in a relevant discipline, such as computer science, information technology, mathematics or statistics
At least 2 years of experience in a position monitoring, managing, manipulating and drawing insights from data
Proficient and experienced with the following: programming skills with querying languages, big data tools, testing tools, data visualization tools, and Microsoft Suite.
Strong track record of exceeding key performance metrics (KPI) and service level agreements (SLA).
Experience with Workforce Management software – (forecasting, scheduling, performance tracking, and reporting).
Experience implementing new systems, new technology features or versions and processes.
Contact Center as a Service (CCaaS) systems knowledge.
Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and vendors
Candidate must possess highly developed analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
Skilled in problem-solving, critical thinking and decision-making.
Highly organized with an emphasis on attention to detail, timeliness, and accuracy.
Ability to work with minimum supervision as well as in a team environment, in a time sensitive environment and on several tasks simultaneously
Committed to personal learning, and program continuous improvement freely communicating ideas and seeking the best overall output.
Articulates understanding of basic evaluation techniques and use of customer feedback to improve overall program effectiveness/impact.
Additional desired experience and skills:
Four (4) years of military program or corporate experience
Knowledge of the mobile military culture and lifestyle
An active and current DoD Secret Security Clearance
Military leadership experience is a plus.
Ability to work in a collaborative environment with remotely located team members.
Work Location: REMOTE/Nationwide
Status: Full-Time
If you are interested in supporting and working with our military and military spouses and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
This potential new work is scheduled for the final quarter of 2022, and we would like to speak with you now.
**Serco Inc. is using this posting to identify qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process. **
Our Goal is to maintain a current staffing plan with a minimum of 30 percent of the personnel working on the SECO contract to be current or former military spouses with mobile military life and career experience.
Military Veterans and Spouses encouraged to apply!
Company Overview:
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Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset – we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco.
If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
