Information Technology Specialist 4 - Performance Management Engineer

Information Technology Specialist 4 - Performance Management Engineer

Salary

$70,075.20 - $108,388.80 Annually

Location

Des Moines - 50309 - Polk County, IA

Job Type

Full-time

Job Number

27-00411

Agency

532 Iowa Department of Management

Opening Date

08/10/2026

Closing Date

8/20/2026 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Makayla Evans (makayla.evans@dom.iowa.gov)

• Description
• Benefits
• Questions

Job Description

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 final step in the hiring process, candidates for this position will be subject to a background investigation, which may include but may not be limited to a verification of a candidate's education, previous employment/work history, contact of personal references, motor vehicle records, and a criminal history check (including through Federal, State, or Local criminal justice agencies).
• Information gathered as part of such background investigation will be treated as confidential to the extent permitted by Iowa Code section 22.7, 8B.4A, and other applicable laws, rules, and regulations; provided that, to the extent permitted by applicable law, such information shall be available to candidates upon request.

E-Verify and Right to Work

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees' rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1) Graduation from an accredited four-year college or university with a degree in any field, and experience equal to two years of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security.

2) Graduation from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security, and experience equal to one year of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing Information management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security.

3) All of the following (a and b):

a. Two years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and

b. A total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.

4) All of the following (a and b):

a. Four years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and

b. Either of the following:

i. Certification from an authorized educational institution/major computer or software producer in one or more of the specialty areas listed in part a; or

ii. Eighteen semester hours from an accredited college or university in one or more of the specialty areas listed in part a.

5) Current, continuous experience in the state executive current continuous experience in the state executive branch that includes experience equal to six months of full-time work as an Information Technology Specialist 3.

For additional information, please click on this link to view the job description.

Why Choose the State of Iowa?

At the heart of our commitment to excellence is a dedication to our most valuable asset - our employees. Discover the outstanding benefits that set us apart as an employer of choice.

Our Robust Benefits Package Includes:

Competitive Compensation:

Enjoy a competitive salary that reflects directly on your skills and expertise.

Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendly Total Compensation Calculator. Gain insights into your comprehensive annual compensation, including salary and State-provided benefits.

Health and Wellness:

Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.

Retirement Planning:

We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind. Click here to learn more about IPERS.

Paid Time Off:

Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.

Professional Development:

Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.

Employee Assistance Program (EAP):

We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.

Diversity and Inclusion:

Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.

Join Us - Elevate Your Career:

Ready to elevate your career with the State of Iowa? Click here to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority!

01

Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.

• Yes - I understand and agree.
• No

02

PLEASE READ CAREFULLY

Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?

• No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
• Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq

03

Have you graduated from an accredited four-year college or university with a degree in any field, and have experience equal to two years of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security?

• I have graduated from an accredited four-year college or university with a degree in any field, and have experience equal to two years of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security
• I have graduated from an accredited four-year college or university with a degree in any field, but do not have experience equal to two years of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security
• I have not graduated from an accredited four-year college or university with a degree in any field

04

Have you graduated from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security, and have experience equal to one year of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security?

• I have graduated from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security, and have experience equal to one year of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security
• I have graduated from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security, but do not have experience equal to one year of full-time work in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security
• I have not graduated from an accredited four-year college or university with a degree in computer science, computer applications, software engineering, computer engineering, management information systems, business analytics, or cyber security

05

Do you meet a and b: a. Two years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and b. A total of four years of education and/or full-time experience (as described in part a), where thirty semester hours of accredited college or university coursework in any field equals one year of full-time experience.

• Yes - I meet a and b
• No - I do not meet a and b

06

Do you meet a and b: a. Four years of full-time work experience in application development and database management, business analysis, systems and network administration, technical training and reporting, IT vendor and purchasing management, IT project management, IT product management, system testing and quality assurance, mainframe and platform administration, and/or information technology security; and b. Either of the following: i. Certification from an authorized educational institution/major computer or software producer in one or more of the specialty areas listed in part a; or ii. Eighteen semester hours from an accredited college or university in one or more of the specialty areas listed in part a.

• Yes - I meet a and b
• No - I do not meet a and b

07

If you are a current State of Iowa employee (executive branch) - How many months of full-time work have you had as an Information Technology Specialist 3 for the State of Iowa?

• I am not a current State of Iowa employee (executive branch)
• Less than three months of experience as an Information Technology Specialist 3 for the State of Iowa
• Three months to less than six months of experience as an Information Technology Specialist 3 for the State of Iowa
• Six months or more of experience as an Information Technology Specialist 3 for the State of Iowa

Required Question

Employer State of Iowa

Agency 532 Iowa Department of Management Address State Capitol Building, Room 13

1007 E Grand Ave

Des Moines, Iowa, 50319

Website https://dom.iowa.gov/