Information Technology Specialist 4 - Performance Management Engineer

Posting number: 27-00411

Department: 532 Iowa Department of Management

Job classification: Information Technology Specialist 4

Posting type: Open

Categories: IT and Computers

Summary

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.

What You Will Do

• 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.

What We Are Seeking

• A data-driven analyst with strong experience building ITSM performance reports, dashboards, and automated scorecards.
• Someone 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.

What We Offer

• Flexible work environment
• Iowa Public Employees' Retirement System (IPERS)
• Health, dental, and vision insurance
• Generous vacation, sick leave, and paid holidays
• Life and disability insurance
• Retirement savings options (RIC)
• Flexible Spending Accounts

Why Work with Us?

At the Iowa Department of Management (DOM), we help government agencies across the state perform at their best by managing financial resources, technology, and information. Our mission is rooted in service—we provide efficient, innovative, and strategic solutions that empower agencies to fulfill their goals.

We’re guided by four core values:

• Integrity – We act with honesty and accountability.
• Teamwork – We collaborate to achieve shared success.
• Service – We are committed to excellence in public service.
• Partnership – We build strong relationships to drive results.

Working Arrangement
This position requires onsite work in Des Moines, IA each week. Employees meeting all expectations of their work responsibilities may request remote work and develop a hybrid/remote schedule collaboratively with their manager.

Please note, candidates for this position must reside in the state of Iowa at the time of starting the role.

Background Check Requirements

• After a conditional offer of employment has been made, and as the fin