Performance Management Analytics Engineer

Empower AI

Performance Management Analytics Engineer at Empower AI enhancing federal service delivery through data analytics. Driving continuous service improvement and technical solutions in a remote role.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied.
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.
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

Benefits

Comp & perks

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs.
Health insurance
401(k) matching
Flexible work arrangements
Professional development
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNowsystems analysisdata analysisperformance metricsenterprise infrastructureknowledge managementdata visualizationforecastingticket analysisservice level agreements

Soft Skills

customer service orientationanalytical abilitiesproblem-solvingprioritizationcommunication skillsresearch skillspresentation skillsself-motivationattention to detailteam collaboration

Certifications

ITIL v4 FoundationsCompTIA Security+HDI Support Center AnalystISO 9001 Lead AuditorSix Sigma Green BeltAIOps