Performance Management Analytics Engineer
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Data AnalysisReportingData visualizationServiceNow
Requirements
- Bachelor’s degree in a technical or analytical field, or equivalent professional experience.
- 8+ years supporting IT service management, analytics, or operational performance roles.
- Strong experience in service desk analytics, SLA tracking, and reporting.
- Experience in large enterprise or government environments.
- Proficiency in data analysis, visualization, and reporting tools.
- Strong analytical and problem-solving skills for trend analysis and forecasting.
- Ability to present technical and analytical findings to executive stakeholders.
- Ability to prioritize tasks in high-pressure environments.
- Security clearance eligibility.
Responsibilities
- Monitor and analyze service performance metrics and SLA adherence using platforms such as ServiceNow.
- Develop, maintain, and optimize performance dashboards, reports, and forecasting models.
- Conduct deep analysis of service desk interactions to identify patterns and root causes.
- Support enterprise system evaluation, integration, testing, and implementation activities.
- Design and implement performance measurement frameworks, including KPIs and reporting structures.
- Collaborate with IT operations teams to drive continuous improvement initiatives.
- Forecast service demand, staffing needs, and operational workloads.
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