Custom Software Systems, Inc. (CSS) seeks a hands-on VA PARS & ServiceNow PA Lead for analytics and metrics support to our client's Office of Information and Technology (OIT), Office of the Chief Data and Analytics Officer. You'll run VA PARS, the client's Product Accountability and Reporting System, which OMB-reportable OIT products use to report cost, schedule, and risk every week. OIT leadership relies on it to see the health of its entire product portfolio. You'll also lead a small team delivering ServiceNow Performance Analytics, ITSM analytics, and product data analysis to VA leadership. Remote, with occasional one-day trips to Washington, DC.
Responsibilities
- Lead VA PARS operations and maintenance with the VA Product Owner and the Agile scrum team: enhancements, defect fixes, vulnerability remediation, and releases. Join scrum ceremonies and help prioritize the backlog; developers and testers do the hands-on build work.
- Run the VA PARS help desk (60-100 tickets a month). Cover Tier 1-2, coordinate Tier 3 escalation to senior developers, and meet severity-based response times (for example, Critical: 15-minute response and escalation within 1 hour).
- Route tickets within 2 business hours, hold 15-minute triage meetings three times a week with the Product Owner, and keep the help desk dashboard and application performance monitoring current.
- Deliver about 3 diagnostic or predictive analytic assessments and 3 ITSM improvement analyses a month. Oversee 25 routine product data analyses a month, each with peer review.
- Lead ServiceNow Performance Analytics work: consolidate duplicate indicators and dashboards, optimize data collection jobs, and deliver in-platform products for Performance Analytics, Service Level Management and Continual Improvement Management.
- Make sure dashboards and documents meet Section 508, and that work follows FISMA, NIST, and VA security controls.
- Coach three senior analysts, and report service-level performance, metrics, and risks to program leadership and VA stakeholders.
Citizenship
• US Citizenship
Required Qualifications
- 12+ years in IT.
- Minimum Experience managing application operations and a tiered help desk to service-level targets.
- Hands-on ServiceNow Performance Analytics (indicators, breakdowns, data collection jobs, dashboards).
- ITIL/ITSM processes and metrics; SQL/T-SQL; Agile delivery with Jira or ServiceNow.
- Experience leading or mentoring analysts.
- Clear written and verbal communication with senior government stakeholders.
Education
- Bachelor's degree (no substitution).
Preferred Qualifications
- Direct VA PARS experience (strongly preferred); VA OIT experience.
- Federal IT portfolio or investment reporting (VIP, CPIC).
- ServiceNow (CSA, CIS or Performance Analytics) or ITIL 4 certification; Power BI.
- Familiarity with the VA PARS technology stack: .NET/C#, React, SQL Server, OpenShift/Kubernetes.
- Tools: ServiceNow (Performance Analytics, Service Level Management, Continual Improvement Management, ticketing), Jira, Power BI, SQL Server, and application performance monitoring tools.
Compensation & Benefits[1][2]
- Wage Range: Negotiable
- General Benefits: Custom Software Systems, Inc. offers our employees a competitive benefits package that may include:
- Health insurance plans
- Health Savings Account (HSA)
- Dental
- Vision
- Long-term disability
- Short-term disability
- Basic term life insurance
- Supplemental term life insurance for employees, spouses, and dependents
- Simple IRA
- Parking/Commuting expense reimbursement
- Training/Education
[1] Compensation range must be coordinated with and approved by the CSS Chief Operating Officer (COO).
[2] Compensation & Benefits information is required for all Maryland Employers effective October 1, 2024.
