The Performance Management and Analytics Analyst is responsible for the planning, building, coordination, and quality assurance associated with information technology Process Management and Improvement. Under the direction of the Process Management and Improvement Director, with broad latitude of independent action or decision, performs difficult and responsible professional work in the planning, organizing and controlling of metrics and data; evaluates, designs and implements IT Performance Analytics measures and tools; design and engineer largescale, complete data reporting systems including Performance Analytics, and works with various IT departments in the development, oversight, and maintenance of Key Performance Indicators.

Responsibilities

- Lead reporting, analytics, and business intelligence (BI) efforts across all IT departments.
- Set goals and build the overall roadmap for BI development, e.g., data sources, tools, views, etc.
- Provide strategic insights into IT and front office data and reporting needs.
- Leverage business essential KPIs and ITIL processes for recommendations and implementation.
- Oversee, participate in and / or trains staff in the development of KPIs that create actionable business insights to:
– Answer business questions
– Drive business decisions
– Develop recommendations to improve operations
- Develop departmental, CIO and front office views to maximize impact.
- Build, maintain and communicate detailed reporting, dashboards and analysis on key business metrics and challenges.
- Present analysis and recommendations to senior leaders, using data-driven storytelling and influence to drive improvements in business operations and strategic change.
- Train and develop team members at all levels on how to use BI tools to track performance.
- Provide ongoing status updates on BI and analytics projects.
- Serve as Subject Matter Expert (SME) for specific service management tools, with a deep knowledge of their architecture and functionality.
- Oversee IT service management processes. Identify and remedy failures and / or noncompliance of processes.
- Design, assess and train users in standardized methods and procedures for implementing IT metrics and reporting.
- Identify and recommend improvements in IT systems, processes, tools and employee training for IT services.
- Monitor industry trends in IT performance analytics standards. Liaises with vendors, as necessary.

Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.

1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;

2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;

3. Education and/or experience which is equivalent to "1" or "2" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.