Dashboard Developer (Customer Support Metrics Dashboard)

Empower AI•Quantico, VA

1d•Hybrid

About The Position

Empower AI is seeking a Dashboard Developer (Customer Support Metrics Dashboard) to design, deliver, and maintain the Customer Support Metrics Dashboard (CSMD) and the analytics that power data-driven operations for an enterprise IT Customer Support Services program supporting a Department of War agency. The CSMD is the authoritative single source of truth for all contract KPIs, SLAs, and XLAs, displaying service availability stoplights, project statuses, and outstanding approvals in near real time on Power BI with Active Directory integration, with role-based views including an executive-level dashboard, and it must be capable of receiving an ATO on the agency network. The developer integrates data from the ITSM platform, endpoint management, communications, and survey sources, builds predictive and trend analytics, and equips leadership with the insight that drives the CX Roadmap and Annual KPI/PRS Review. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

Requirements

Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
Must be a U.S. Citizen.
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain Top Secret eligibility after start , if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Minimum of 10 years of experience in business intelligence, data analytics, or data engineering, including at least 5 years developing enterprise Power BI solutions.
Expert proficiency in Power BI (data modeling, DAX, Power Query, row-level security, deployment pipelines, gateways/data refresh) and integration with Active Directory / Entra ID for authentication and role-based access.
Strong SQL skills and experience integrating data from enterprise sources via APIs, ODBC/JDBC, and ETL/ELT tools, including ServiceNow data and Performance Analytics.
Demonstrated experience building KPI/SLA/XLA dashboards for IT service management or operations, including executive dashboards.
Experience with statistical trend analysis and forecasting; familiarity with predictive analytics and machine learning concepts.
Experience documenting data governance, lineage, and security controls and supporting compliance/ATO requirements for analytics platforms.
Excellent data storytelling, documentation, and stakeholder communication skills.

Nice To Haves

Microsoft Certified: Power BI Data Analyst Associate or Fabric Analytics Engineer Associate; Azure Data Engineer Associate; ServiceNow Performance Analytics certification.
Experience deploying Power BI in Microsoft 365 GCC High / Azure Government and achieving ATO for analytics solutions.
Experience supporting Department of War ( DoW ), DoD, or Intelligence Community IT environments.
Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
Experience with Python or R for analytics and with Power Automate for report distribution.
ITIL 4 Foundation and familiarity with ISO/IEC 20000-1 measurement practices.

Responsibilities

Design, develop, deliver, and maintain the Customer Support Metrics Dashboard (CSMD) on Power BI with Active Directory integration, including data models, DAX measures, role-based views, an executive-level dashboard, stoplight service availability indicators, project status, and outstanding approvals, refreshed no less than daily.
Integrate and automate data connections from all required sources (e.g., ServiceNow incident/request/knowledge/CMDB data, endpoint patch and compliance data, VoIP/VTC availability, printer fleet data, mobile inventory, customer surveys) into a governed data model that serves as the single source of truth for KPIs, SLAs, and XLAs.
Build the metrics and visualizations for all Performance Requirements Summary KPIs, including First Contact Resolution, Tier 0 deflection, PL1-PL4 resolution, aged-ticket AQLs, patch compliance, CSAT, Customer Effort Score, Executive Promoter Score, and Year-Over-Year Ticket Deflection, and implement 'early warning' indicators when metrics trend within 5% of thresholds.
Develop trend, forecasting, and predictive analytics (in coordination with the Automation Engineer) that analyze service data to forecast demand and identify actionable improvement recommendations for the Government.
Produce the analytical content for the Quarterly XLA Performance Report, Monthly Customer Support Activity Report, Annual KPI/PRS Review and Recommendation Report (including external benchmarking), and CX Roadmap, explicitly linking qualitative user feedback to roadmap initiatives.
Maintain data governance, security, and access controls for the analytics platform, document data lineage and definitions, and support RMF documentation and evidence so the CSMD achieves and maintains ATO on the agency network.
Develop and maintain Power BI/Power Apps analytics and reporting for organizational analytics and management reporting on the collaboration platform, as directed by the Government backlog.
Work in the Agile framework with sprint demonstrations and stakeholder acceptance, mentor analysts in data visualization best practices, and provide ad hoc data queries and reports to support management inquiries and audits.