Performance Measurement & Business Intelligence Support

Description

The role sets up and runs the performance measures, dashboards and reports that show how a DHS agency's national cyber operations center is doing, turning operational and program data into clear readiness, workload, timeliness and quality information for leadership.

You will own the center's performance measurement framework and recurring reporting, and measure how modernization and AI-enabled tools affect the mission. You will also support discovery and procedure work, train staff, maintain performance knowledge resources, and keep reporting reliable during normal and surge operations.

Responsibilities

• Take part in initial discovery by interviewing stakeholders and reviewing existing KPIs, dashboards, reporting workflows, data sources and readiness measures. Record needs, gaps, dependencies and constraints, and suggest prioritized fixes.
• Write and keep current the procedures for measurement and reporting, covering data collection, calculation, validation, escalation and publication.
• Work with business analysts and process owners to refine mission procedures and escalation workflows. Supply analysis, test proposed changes and confirm their effect on mission performance.
• Build and maintain the KPI framework, with definitions, data sources, baselines and targets.
• Define measures for intake and triage against service levels, mean time to detect and respond, escalation timing, case closure, product timeliness, and staffing and training readiness.
• Document calculation rules so each measure can be repeated and audited.
• Create and maintain stakeholder satisfaction measures, including how feedback is collected, how often it is reported, and how it is analyzed into improvement recommendations.
• Define and report system availability using authoritative data from system owners, covering agreed service windows, outage categories and mission impact.
• Build and maintain operational metric and incident lifecycle dashboards for leadership and operators.
• Automate data collection and refresh, and manage data quality and lineage for every reported measure.
• Build dashboards in the agency's enterprise analytics environment, including Palantir.
• Make sure dashboards and reports meet Section 508 accessibility requirements.
• Produce monthly and quarterly performance and readiness reports.
• Supply performance and staffing inputs to program management and quarterly status reviews.
• Own the monthly readiness and staffing report, including training and certification levels.
• Analyze trends, bottlenecks and workload, and recommend improvements.
• Measure the effect of new workflows and AI-enabled tools, including reductions in workload.
• Brief government leadership on findings in plain terms that support decisions.
• Develop and deliver training on new performance systems, dashboards, metric interpretation and reporting workflows. Coordinate training on related operational systems with their owners.
• Write and maintain user guides, job aids and practice exercises. Check user understanding, gather feedback, and update materials as systems and procedures change.
• Maintain performance repositories holding metric dictionaries, approved procedures, dashboard documentation, training materials and improvement records. Apply version control, named content owners, access controls and scheduled reviews.

Requirements

• Bachelor's degree in data analytics, statistics, information systems, business or a related field.
• At least 5 years in business intelligence, performance management or operational analytics.
• Experience designing KPI frameworks and building dashboards in tools such as Power BI, Tableau, Qlik or Palantir.
• Proficiency in SQL and in combining data from several operational systems.
• Experience producing executive-level reports and briefings.
• Current Top Secret (TS) clearance.
• Eligible to obtain and keep TS/SCI access.
• Able to work onsite at DHS Headquarters and other agency sites in the National Capital Region.
• Preferred: experience measuring security operations center, watch floor or incident management performance.
• Preferred: hands-on Palantir Foundry experience, such as Workshop, Quiver or Contour.
• Preferred: Python or R for data preparation and analysis.
• Preferred: experience building Section 508 accessible dashboards.
• Preferred: experience with federal program reporting, including program management reviews.
• Preferred: experience supporting DHS, CISA, DoD or Intelligence Community programs.
• Preferred: familiarity with federal performance management rules, including the GPRA Modernization Act and OMB Circular A-11 performance guidance.
• Preferred: experience with IT service management metrics, such as ITIL-based service levels.
• Preferred: experience with metric governance, including metric definitions, data dictionaries and audit trails.
• Preferred: ability to support nights, weekends, holidays, on-call duty, and work at a continuity site during emergencies.
• Preferred: current DHS suitability (Entry on Duty) determination.
• Preferred: experience handling information under the Traffic Light Protocol and controlled unclassified information (CUI) markings.
• US citizenship required.
• Requisition lists 5+ years of related experience and no certifications.

Conditions

Location: Washington, DC, USA, onsite. Full-time, 40 scheduled hours per week. No travel required.

Salary is likely to fall between $131,750 and $178,250. This is not guaranteed, and the final figure depends on experience, geographic location and possibly contract terms, so it may fall outside this range.

Identity verification uses biometrics and artificial intelligence, and you must be on camera for virtual interviews. Your biometric data will be collected, processed and used for identity verification and security.

The company is an equal opportunity employer and welcomes applications from individuals with disabilities and protected veterans.

Benefits

• Medical plans, some with Health Savings Accounts, dental, and vision coverage for US-based employees.
• 401(k) with pre-tax and post-tax contributions up to IRS limits, plus a company match.
• Full flex work weeks where possible, and paid vacation, sick and personal time, holidays, parental, military, bereavement and jury duty leave.
• Short- and long-term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel accident insurance, provided or available.