> Markdown version of [/jobs/ext/1103079-telecommute-performance-management-analytics-engineer](https://www.wearedevelopers.com/jobs/ext/1103079-telecommute-performance-management-analytics-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # TELECOMMUTE Performance Management Analytics Engineer - **Company:** Empower AI Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Active Directory, CompTIA Security+, Data Visualization, Systems Analysis, Knowledge Management, Systems Development Life Cycle, Software Engineering, Data Analytics, Servicenow - **Published:** June 18, 2026 - **Apply:** https://www.dice.com/job-detail/8b65c0f5-a721-4fc3-aded-529bc2544471 ## About the Role * 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., * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [PySpark - Combining Machine Learning & Big Data](https://www.wearedevelopers.com/videos/44-pyspark-combining-machine-learning-big-data) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)