Performance Management Analytics Engineer

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Highlights of 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.

Requirements:

• 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.

Education and Experience:

• 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

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.