Performance Management Analyst

Regular Full-Time
US Citizen Required
Active Security Clearance Required
Clearance Status

About the Role

Responsible for assessing the degree of customer satisfaction by formally soliciting feedback from customers and maintaining a working relationship with various vendors, Service Desk Managers, Security and the 508 Compliance Department as well as Federal Service Management. This position includes a system for both formal and informal escalation channels to service management for unresolved service issues. Additionally, this position requires the development of a strong relationship with key stakeholders from various components at the Department of Homeland Security (DHS). Bridging the various parties responsible for service, the surveyor will also help end users get traction on long standing problematic issues.


  • Collaborate with manager(s) in the planning, implementation, and evaluation of surveys
  • Conduct surveys and collect data using methods such as interviews and questionnaires
  • Determine and specify details of survey projects including sources of information, procedures to be used, and the design of survey instruments and materials
  • Develop documentation from the questionnaire development process, data collection methods, sampling designs, and decisions related to sample statistical weighting
  • Support, plan, and coordinate operations for single or multiple surveys
  • Help Service Desk establish higher call center standards by capturing essential qualities of high-level customer service
  • Identify long pending cases that users were not able to get resolution on, including software, equipment and service issues and then find the right POC to move issues forward
  • Gather valuable feedback for continuous improvement efforts for Federal Service Management
  • Strengthen service development program by capturing key lessons learned for service management
  • Consult with clients in order to identify survey needs and any specific requirements, such as special samples
  • Other duties as assigned

Required Qualifications

  • MA/MS plus 2 years general and 1 year specific experience or BA/BS plus 3 years general and 1 year specific experience or Associates Degree plus 5 years general and 3 years specific experience
  • ITIL Foundations v.3 preferred but not a must
  • Strong interpersonal skills (ability to listen patiently and record/capture client concerns)
  • Proficient MS Excel and MS Word skills - Familiarity with DHS Components is a plus
  • Knowledge of enterprise, and individually packaged, software deployment and management best practices
  • Skilled at manipulating data within an Excel database and a working knowledge of the Office 2007 suite
  • Excellent communications (written and verbal) and problem-solving skills
  • Ability to maintain workload in a fast paced environment with rapidly changing priorities

Desired Qualifications

  • ITIL Foundations v.3 certification 

About Us

Founded in 2004, eGlobalTech (eGT) is a leading management and IT consulting firm in the Washington, D.C. metropolitan area.  Our focus is to provide the public sector with innovative solutions, leveraging cutting-edge tools and methodologies to meet the Government’s most pressing business needs.  To achieve this objective, our core practice areas – strategy, IT solutions development, cyber security, and cloud computing – are integrated to provide clients with comprehensive end-to-end results.  This integration enables our highly motivated teams to thrive in a culture that encourages out-of-the-box thinking, collaboration and an environment where you can excel.  For more information, please visit our website at


Equal Employment Opportunity:


eGlobalTech is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.   EEO is the Law



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