Dashboard Developer; Customer Support Metrics Dashboard

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

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.

JOB DUTIES:

• 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., Service Now 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…