[Remote] Performance Management Analytics Engineer

Note: The job is a remote job and is open to candidates in USA. Empower AI is an innovative company focused on providing AI solutions for government agencies. They are seeking a Performance Management Analytics Engineer to monitor service level agreements, drive service improvements, and analyze performance metrics to enhance service delivery operations.

Responsibilities

• Proactively monitors adherence to service level agreements (SLAs) using ServiceNow dashboards and performance reports, escalating deviations to program leadership
• Drives continuous service improvement by conducting in-depth analysis of service desk performance metrics and delivering data-driven corrective action recommendations
• Performs high-level systems analysis, evaluation, design, integration, documentation, and implementation of very complex applications requiring thorough knowledge of administrative and technical skills
• Participates in all phases of system development with emphasis on planning, analysis, evaluation, integration, testing, and acceptance phases (IV&V and DT&E)
• Applies higher-level business or technical principles and methods to very difficult technical problems to arrive at automated engineering solutions
• Designs, analyzes, and maintains highly complex enterprise infrastructure environments to support J6 service delivery operations
• Develops performance measurements including goals, metrics, and reports utilizing the current service desk platform; facilitates a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered
• Develops and provides regular Service Desk metrics reports to program leadership and Government stakeholders
• Manages the implementation of an enterprise knowledge base and knowledge management best practices to ensure consistent, high-quality service delivery
• Collaborates with IT support teams and section leads to design and implement continuous service improvement initiatives aligned with J6 mission objectives
• Ensures J6 customer requirements for Service Desk performance are met consistently and in alignment with contractual obligations
• Analyzes tickets, calls, emails, and web chat interactions to provide Interaction and Ticket Trend Reports, characterizing the nature and volume of change in call and ticket volume and handling time
• Generates ad hoc and repeatable Interaction and Ticket Forecast Reports using supporting tools including Active Directory accounts, Asset Reports, and Mobile Device Usage Reports
• Provides business and data visualization dashboards in graphical format to inform Government leadership regarding patterns, trends, and correlations, enabling data-driven decision-making
• Forecasts future interaction volumes, handle times, staffing requirements, and schedules to ensure adequate J6 Service Desk coverage and performance

Skills

• Shall possess at the time of award a Secret security clearance
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Ability to conduct research into PC and software issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment
• Required Education: Bachelor's degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied
• Required Experience: 8 or more years of professional experience supporting a similar role
• Experience supporting a DoD or J6 customer is a plus
• Certification: ITIL v4 Foundations, CompTIA Security+, HDI Support Center Analyst
• Preferred: ISO 9001 Lead Auditor, Six Sigma Green Belt, AIOps

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