Performance Management Analyst
Maximus is seeking a Performance Management Analyst to provide expertise to a federal client in support of their mission-critical systems in defense of our Homeland. The Operations Support Center (OSC) serves as the 24x7x365 front line of support for a mission-critical Homeland Defense program.
About the role
The Performance Management Analyst is responsible for driving continuous improvement across OSC operations through performance management, training oversight, process optimization, and automation initiatives. This role leads efforts to enhance operational efficiency, improve service delivery, strengthen workforce capability, and reduce operational risk while supporting mission-essential systems and infrastructure. This position is an onsite role, 5 days a week and requires a secret clearance.
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.
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 Qualifications
- Experience supporting IT operations, service desk, network operations, or mission-critical environments.
- Experience with IT Service Management (ITSM) frameworks and processes, including Incident, Problem, and Change Management.
- Experience implementing automation, workflow improvement, or continuous improvement initiatives.
- Experience designing and managing SharePoint sites, lists, workflows, and knowledge management repositories.
- Familiarity with DevOps, SAFe, Remedy, ServiceNow, or similar operational platforms.
- Lean, Six Sigma, ITIL, or related process improvement certifications.
Pay
Annual salary range: $55,000 – $100,000. Maximus compensation is based on various factors including job location, education, training, experience, expected quality and quantity of work, required travel, external market and internal value analysis, seniority, and merit systems. Other rewards may include short- and long-term incentives as well as program-specific awards.
Benefits
- Health insurance coverage
- Life and disability insurance
- Retirement savings plan
- Paid holidays and paid time off