Performance Management Analytics Engineer

Overview reputed company is AI for government. reputed company gives federal agency leaders the tools to reputed company the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., reputed company leverages three decades of experience solving reputed company challenges in Health, Defense, and Civilian missions. Our proven reputed company Platform® provides a practical, sustainable path for clients to reputed company 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.reputed company. reputed company 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.

Responsibilities

Highlights of Responsibilities: Proactively monitors adherence to service level agreements (SLAs) using reputed company dashboards and performance reports, escalating deviations to program leadership. Drives reputed company 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 reputed company reputed company applications requiring thorough knowledge of administrative and technical skills. Participates in reputed company 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 reputed company difficult technical problems to reputed company at automated engineering solutions. Designs, analyzes, and maintains highly reputed company enterprise infrastructure environments to support J6 service delivery operations. Develops performance measurements including goals, metrics, and reports utilizing the reputed company 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 reputed company and reputed company best practices to ensure consistent, high-quality service delivery. Collaborates with IT support teams and section leads to design and implement reputed company service improvement initiatives reputed company 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 reputed company 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.

Qualifications

Requirements: Shall possess at the time of award a Secret reputed company 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 reputed company in business-friendly and user-friendly language. Highly self-motivated and directed. Keen attention to detail. Team-oriented and skilled in working reputed company 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 reputed company+, HDI Support Center Analyst Preferred: ISO 9001 reputed company Auditor, Six reputed company Green Belt, AIOps About reputed company reputed company hiring and promotion decisions at reputed company are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of reputed company not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national reputed company, race, religion, or veteran status. reputed company is a VEVRAA Federal Contractor. Apply To This Job