Job Description The Technical Operations Analyst, specializing in Metric Development & Controls, is a designated resource responsible for the full lifecycle of technical operations metrics. This includes design, development, implementation, monitoring, and compliance of key performance indicators (KPIs) and performance standards for our technical workforce, specifically focusing on our Full-Time Equivalent (FTE) Technician Program. This role is critical in ensuring performance management programs are aligned with company goals, providing actionable insights, and maintaining centralized data integrity and control over all technician performance metrics. ⚖️ Metric Implementation and Controls Act as the centralized control point for all FTE Technician Program metrics, managing adjustments, updates, and maintenance of the metric framework. Ensure data integrity and accuracy across all reporting platforms and systems used for metric calculation and tracking. Develop and maintain documentation detailing metric definitions, data flow, calculation logic, and control procedures. Support the integration of new metrics into existing performance management systems and operational dashboards. 📈 Performance Analysis and Reporting Generate regular and ad-hoc metric compliance reporting for all levels of management, highlighting performance trends, compliance rates, and areas of concern for the FTE Technician Program. Conduct in-depth analysis to understand the root causes of performance variances (positive and negative) at the market and individual technician level. Prepare and present data-driven findings and recommendations to leadership on the effectiveness of current metrics and potential strategies for performance improvement. Manage all data and reporting requirements for the FTE Technician Program, serving as the subject matter expert for technician performance data. 🛡️ Compliance and Auditing Monitor metric compliance against established standards and controls, identifying and flagging potential issues or manipulation. Support the technical operations performance control programs by providing accurate, timely data and analysis for review and remediation processes. Participate in internal and external audits related to performance data and reporting processes. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements Required Skills & Experience -3+ years of experience in a highly analytical role, such as Data Analyst, Operations Analyst, Business Analyst, or similar, with a focus on metric development and reporting. -Proven expertise in designing, developing, and implementing performance metrics and KPIs, preferably within a technical, field service, or operations environment. -Advanced proficiency in data manipulation and analysis tools, including SQL, Microsoft Excel (pivot tables, VLOOKUPs, advanced formulas), and/or Python/R. -Experience with Business Intelligence (BI) and data visualization tools (e.g., Tableau, Power BI) for creating clear, actionable reports and dashboards. -Strong understanding of performance management principles and compliance/control processes. -Excellent written and verbal communication skills with the ability to translate complex data into clear, concise, and compelling insights for a non-technical audience. Core Competencies Analytical Rigor: Ability to think critically and apply quantitative methods to solve business problems. Attention to Detail: Meticulous approach to data integrity, reporting accuracy, and documentation. Problem-Solving: Proactive in identifying performance issues and developing