[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.ResponsibilitiesProactively monitors adherence to service level agreements (SLAs) using ServiceNow dashboards and performance reports, escalating deviations to program leadershipDrives continuous service improvement by conducting in-depth analysis of service desk performance metrics and delivering data-driven corrective action recommendationsPerforms high-level systems analysis, evaluation, design, integration, documentation, and implementation of very complex applications requiring thorough knowledge of administrative and technical skillsParticipates 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 solutionsDesigns, analyzes, and maintains highly complex enterprise infrastructure environments to support J6 service delivery operationsDevelops 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 deliveredDevelops and provides regular Service Desk metrics reports to program leadership and Government stakeholdersManages the implementation of an enterprise knowledge base and knowledge management best practices to ensure consistent, high-quality service deliveryCollaborates with IT support teams and section leads to design and implement continuous service improvement initiatives aligned with J6 mission objectivesEnsures J6 customer requirements for Service Desk performance are met consistently and in alignment with contractual obligationsAnalyzes 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 timeGenerates ad hoc and repeatable Interaction and Ticket Forecast Reports using supporting tools including Active Directory accounts, Asset Reports, and Mobile Device Usage ReportsProvides business and data visualization dashboards in graphical format to inform Government leadership regarding patterns, trends, and correlations, enabling data-driven decision-makingForecasts future interaction volumes, handle times, staffing requirements, and schedules to ensure adequate J6 Service Desk coverage and performanceSkillsShall possess at the time of award a Secret security clearanceStrong customer service orientationProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentGood written, oral, and interpersonal communication skillsAbility to conduct research into PC and software issues and products as requiredAbility to present ideas in business-friendly and user-friendly languageHighly self-motivated and directedKeen attention to detailTeam-oriented and skilled in working within a collaborative environmentRequired Education: Bachelor's degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being appliedRequired Experience: 8 or more years of professional experience supporting a similar roleExperience supporting a DoD or J6 customer is a plusCertification: ITIL v4 Foundations, CompTIA Security+, HDI Support Center AnalystPreferred: ISO 9001 Lead Auditor, Six Sigma Green Belt, AIOpsCompany OverviewEmpower AI is a diversified IT and professional services company that provides software development, information assurance. It was founded in 1989, and is headquartered in Reston, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://www.empower.ai/.