Performance Measurement & Business Intelligence Support

Position Summary

The Performance Management Analyst III designs, builds, and maintains the measures, dashboards, and reports that show how a DHS agency's national cyber operations center is performing. The analyst turns operational and program data into clear information on readiness, workload, timeliness, and quality for leadership.

The analyst owns the center's performance measurement framework and recurring performance reporting, and helps measure the effect of modernization and AI-enabled tools on the mission. The role also supports discovery and procedure refinement, trains staff, maintains performance knowledge resources, and sustains reliable reporting during normal and surge operations.

Key Responsibilities

Discovery and Procedure Support

• Support initial discovery through stakeholder interviews and assessments of existing KPIs, dashboards, reporting workflows, data sources, and readiness measures. Document needs, capability gaps, dependencies, and constraints, and recommend prioritized improvements.
• Develop, update, and maintain performance measurement and reporting procedures, including data collection, calculation, validation, escalation, and publication steps.
• Partner with the Business Analysts and operational process owners to refine mission-performance procedures and escalation workflows. Provide analytical evidence, support testing of proposed changes, and validate their effect on mission performance.

Performance Measurement Framework

• Develop and maintain the KPI framework, including definitions, data sources, baselines, and targets.
• Define measures for intake and triage timeliness against service levels, mean time to detect and respond, escalation timeliness, case closure, product timeliness, and staffing and training readiness.
• Document calculation rules so every measure is repeatable and auditable.
• Develop and maintain stakeholder satisfaction measures, including feedback collection methods, reporting frequency, analysis, and recommendations for improvement.
• Define and report system availability measures using authoritative data from system owners, including agreed service windows, outage classifications, and mission impacts.

Dashboards & Analytics

• Build and maintain operational metrics 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.
• Ensure dashboards and reports meet Section 508 accessibility requirements.

Program & Readiness Reporting

• Produce monthly and quarterly performance reports and readiness metrics.
• Provide performance and staffing inputs to program management and quarterly status reviews.
• Own the monthly readiness and staffing report, including training and certification levels.

Analysis & Improvement

• Analyze trends, bottlenecks, and workload, and recommend improvements.
• Measure the effect of new workflows and AI-enabled tools, including workload reduction.
• Brief findings to government leadership in plain, decision-ready terms.

Training and Performance Repositories

• Develop and deliver staff training on new performance systems, dashboards, metric interpretation, and reporting workflows. Coordinate training on related operational systems and workflows with system and process owners.
• Create and maintain user guides, job aids, and practical exercises; assess user understanding, collect feedback, and update training materials as systems and procedures change.
• Maintain performance repositories and related knowledge systems containing metric dictionaries, approved procedures, dashboard documentation, training materials, and improvement records. Apply version control, assigned content ownership, access controls, and scheduled reviews to keep content current and usable.

Required Qualifications

• Bachelor's degree in Data Analytics, Statistics, Information Systems, Business, or a related field.
• Minimum 5 years of experience 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 working with data from multiple operational systems.
• Experience producing executive-level reports and briefings.
• Active Top Secret (TS) clearance.
• Eligibility to obtain and maintain TS/SCI access.
• Ability to work onsite at DHS Headquarters and other agency sites in the National Capital Region.

Preferred Qualifications

• Experience measuring security operations center, watch floor, or incident management performance.
• Hands-on Palantir Foundry experience (for example Workshop, Quiver, or Contour).
• Python or R for data preparation and analysis.
• Experience building Section 508 accessible dashboards.
• Experience with federal program reporting, including program management reviews.
• Experience supporting DHS, CISA, DoD, or Intelligence Community programs.
• Familiarity with federal performance management requirements, including the GPRA Modernization Act and OMB Circular A-11 performance guidance.
• Experience with IT service management metrics, such as ITIL-based service levels.
• Experience with data governance for metrics, including metric definitions, data dictionaries, and audit trails.
• Ability to support nights, weekends, holidays, on-call, and work at a continuity site during emergencies.
• Current DHS suitability (Entry on Duty) determination.
• Experience handling information under the Traffic Light Protocol and controlled unclassified information (CUI) markings.