Performance Management Analyst

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS080, T2, Band 5

Job-Specific Essential Duties and Responsibilities:
- Lead performance improvement initiatives across the OSC, focusing on operational excellence, workforce development, and process optimization.
- Oversee the OSC training program, ensuring training materials, knowledge base articles (KBAs), and procedures remain current, effective, and aligned with operational requirements.
- Evaluate training effectiveness through performance assessments, feedback, metrics, and continuous improvement activities.

- Manage operational performance analysis activities, including trend analysis, root cause investigations, reporting, and recommendations for corrective actions.

- Develop, monitor, and report performance metrics, service desk KPIs, and operational health indicators.

- Partner with Mission Leads, Operations teams, and stakeholders to identify process improvement opportunities and business performance concerns.

- Support Incident and Problem Management activities, including root cause analysis and recommendations to prevent recurrence of major incidents.

- Develop executive-level reports, customer briefings, and operational presentations.

- Lead automation and process improvement initiatives to reduce manual effort, increase efficiency, and improve service quality.

- Facilitate collaboration across technical and operational teams to implement best practices, improve workflows, and enhance operational effectiveness.

- Oversee the development and maintenance of operational documentation, knowledge management resources, and SharePoint-based collaboration tools.

- Ensure operational risks are identified, assessed, and mitigated through process improvements, automation, and governance practices.

Job-Specific Minimum Requirements:

- Active Secret clearance is required.

- 7 or more years of experience in operations management, performance/ process improvement, service management, training, or a related operational support environment.

- Experience developing and tracking performance metrics, KPIs, and operational reporting.

- Experience conducting trend analysis, root cause analysis, and process improvement initiatives.

- Strong written, verbal, and presentation skills.

- Experience creating executive briefings, dashboards, and operational reports.

- Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, Teams, and SharePoint.

- Ability to collaborate effectively with technical teams, stakeholders, and leadership across multiple organizations.

- Candidates must reside within a commutable distance for daily onsite work and on-call requirements.

- This contract supports systems that require 24x7x365 uptime.

Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.

Preferred Skills and Qualifications:

- Experience supporting IT operations, service desk, network...