Risk, Quality and Performance Analyst

Job Summary

The Risk, Quality, and Performance Analyst supports an enterprise IT services contract, focusing on monitoring and reporting on service quality, performance metrics, and risk management activities.

Essential Duties and Responsibilities

• Serve as the Risk, Quality, and Performance Analyst, ensuring compliance with service quality, performance metrics, and governance requirements.
• Develop, monitor, and report on performance metrics, KPIs, and SLAs, supporting continuous service improvement and operational transparency.
• Conduct quality assurance reviews of operational processes, deliverables, and reporting artifacts to ensure alignment with agency standards and federal best practices.
• Support risk identification, tracking, and mitigation activities, including operational risks, compliance risks, and performance risks across functional areas.
• Aid in audit readiness, process documentation, and quality controls, ensuring artifacts meet agency and federal oversight expectations.
• Cook up with program management, operations, and cybersecurity teams to support service reviews, performance reporting, and corrective action plans.
• Provide support for onboarding, administrative, and compliance functions, including documentation tracking, training verification, and access readiness as required.

Minimum Requirements

• Ability to obtain and maintain a Public Trust.
• An active Public Trust and/or DHS suitability.
• Must be a U.S. Citizen without dual citizenship.
• Bachelor’s degree in Business, Information Systems, Computer Science, Engineering, or a related field.
• 5+ years of experience in quality assurance, performance management, risk management, or IT service management in a federal or enterprise IT environment.
• Demonstrated experience performing quality assurance, performance analysis, or risk management functions in a federal or enterprise IT environment, including validation of deliverables, processes, and reporting artifacts.
• Proven ability to develop, monitor, and report Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and performance metrics in support of continuous service improvement.
• Experience supporting risk identification, tracking, mitigation, and reporting, including maintenance of risk registers and corrective action plans.
• Knowledge of IT Service Management (ITSM) concepts and operational governance, including quality controls, performance reviews, and compliance monitoring.
• Ability to review, assess, and validate documentation for accuracy, completeness, and compliance with federal standards, policies, and contract requirements.
• Experience producing clear, accurate written reports and briefings for program management and government stakeholders.
• Familiarity with federal information security and compliance environments, sufficient to support quality and performance oversight activities.

Preferred Skills and Qualifications

• Knowledge of IT Service Management (ITSM), SLA monitoring, and performance reporting frameworks.
• Familiarity with ServiceNow, SharePoint, or similar enterprise reporting and workflow tools.
• Experience supporting risk registers, quality management plans, and continuous improvement initiatives.
• Strong written and verbal communication skills for executive-level reporting and stakeholder coordination.