Performance Management Analytics Engineer [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Performance Management Analytics Engineer based in the United States.

This role sits at the intersection of data analytics, IT service performance, and enterprise operations, focusing on turning complex service desk and infrastructure data into actionable insights. You will play a key role in monitoring SLA performance, identifying trends, and driving continuous service improvement across large-scale government IT environments. Working closely with technical teams and leadership stakeholders, you will design dashboards, reports, and forecasting models that support mission-critical decision-making. The environment is highly analytical and fast-paced, requiring strong attention to detail and the ability to translate raw operational data into meaningful performance narratives. You will also contribute to system evaluation, process optimization, and service delivery enhancements across enterprise platforms. This is a high-impact role where your insights directly influence service quality, efficiency, and mission success.

Accountabilities

• Monitor and analyze service performance metrics and SLA adherence using platforms such as ServiceNow, identifying deviations and escalating issues to leadership while ensuring consistent service delivery standards.
• Develop, maintain, and optimize performance dashboards, reports, and forecasting models that track service desk activity, ticket trends, workload distribution, and operational efficiency.
• Conduct deep analysis of service desk interactions (tickets, calls, emails, chats) to identify patterns, root causes, and opportunities for continuous service improvement.
• Support enterprise system evaluation, integration, testing, and implementation activities, contributing to complex infrastructure and service management solutions.
• Design and implement performance measurement frameworks, including KPIs, reporting structures, and feedback loops to enhance service quality and team performance.
• Collaborate with IT operations teams and stakeholders to drive continuous improvement initiatives aligned with organizational and mission objectives.
• Forecast service demand, staffing needs, and operational workloads to ensure optimal service desk coverage and efficiency.

Requirements

• Bachelor’s degree in a technical or analytical field, or equivalent professional experience, with at least 8+ years supporting IT service management, analytics, or operational performance roles.
• Strong experience in service desk analytics, SLA tracking, reporting, and operational performance measurement within large enterprise or government environments.
• Proficiency in data analysis, visualization, and reporting tools, with the ability to translate complex datasets into clear, business-relevant insights.
• Strong analytical and problem-solving skills with experience analyzing trends, forecasting workloads, and supporting decision-making processes.
• Excellent communication skills with the ability to present technical and analytical findings to both technical teams and government or executive stakeholders.
• Experience working in high-pressure environments with strong organizational skills and the ability to prioritize multiple tasks effectively.
• Security clearance eligibility required, with preference for candidates holding relevant certifications such as ITIL, Security+, or similar credentials.

Benefits

• Competitive compensation aligned with experience and federal contracting standards
• Opportunities to work on mission-critical government IT and analytics programs
• Exposure to large-scale enterprise infrastructure and advanced service management environments
• Professional development opportunities and support for industry certifications
• Collaborative, mission-driven work environment focused on continuous improvement
• Potential for remote or hybrid flexibility depending on program requirements
• Work contributing directly to national-level IT service performance and optimization initiatives

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.