Information Technology Specialist 4 - Performance Management Engineer

State of Iowa•Des Moines - 50309 - Polk County, IA

14h•Onsite

About The Position

The Department of Management (DOM), Division of Information Technology (DoIT), is seeking a Performance Management Engineer to help elevate our IT performance management capabilities. In this role, you will transform complex ITSM data into meaningful insights through advanced reporting, automated dashboards, and integrated analytics. You will partner closely with IT teams and service providers to improve visibility, drive continuous improvement, and ensure consistent, high-quality service delivery across the organization.

Requirements

A data-driven analyst with strong experience building ITSM performance reports, dashboards, and automated scorecards.
Skilled in extracting, validating, and analyzing ITSM data to identify trends, root causes, and improvement opportunities.
A collaborative partner who can support IT teams and service providers with clear insights, performance reviews, and actionable recommendations.
A technically proficient professional able to configure SLA tracking, develop integrations, and enable self-service analytics across the organization.
Graduation from an accredited four-year college or university with a degree in any field, and experience equal to two years of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security.
Graduation from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security, and experience equal to one year of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing Information management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security.
Two years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and a total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.
Four years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and either of the following: Certification from an authorized educational institution/major computer or software producer in one or more of the specialty areas listed in part a; or Eighteen semester hours from an accredited college or university in one or more of the specialty areas listed in part a.
Current, continuous experience in the state executive branch that includes experience equal to six months of full-time work as an Information Technology Specialist 3.

Responsibilities

Build comprehensive service delivery performance reports covering incident trends, SLA compliance, backlog health, escalation behavior, and overall service quality.
Design team-focused performance dashboards that show workload distribution, resolution efficiency, satisfaction scores, and productivity indicators.
Develop automated technical scorecards for service partners and vendors measuring SLA performance, quality, response times, and contractual adherence.
Configure and maintain SLA tracking, breach alerts, and compliance reporting across incidents, service requests, and changes.
Create analytics and dashboards for service desk operations including call volumes, answer rates, handle time, first-call resolution, and agent efficiency.
Extract and analyze ITSM data using SQL and platform APIs to support advanced reporting, trend analysis, and system integrations.
Conduct trend analysis to identify recurring issues, demand patterns, change activity behaviors, and long-term service quality shifts.
Perform root cause analysis to uncover process bottlenecks, systemic issues, capacity constraints, training gaps, and partner performance challenges.
Develop comparative and benchmarking reports across teams, partners, agencies, and service types to highlight best practices and improvement opportunities.
Ensure high-quality ITSM data through ongoing validation of categorization accuracy, SLA configurations, assignment structures, and data completeness.
Automate delivery of scheduled performance reports and dashboards to stakeholders, ensuring consistent and timely visibility into service health.
Build integrations between the ITSM platform and external systems such as cloud cost management, HR data sources, and contract management tools.