Power BI Dashboard Lead — Customer Support Metrics (Remote)

Empower AI; United States; Hybrid; USD 106,000 - 164,000; Full time

Job summary

Empower AI seeks a Dashboard Developer to design and maintain the Customer Support Metrics Dashboard (CSMD) and related analytics for a DoW IT services program. You will integrate multiple data sources, build KPI/SLAs dashboards, and provide executive views with role-based access via Active Directory.

This hybrid role is based in Quantico, VA with remote eligibility. The position requires a decade of BI/data analytics experience, expert Power BI, strong SQL, and governance skills to achieve ATO

Qualifications

• Minimum of a Bachelor's degree and 10+ years of related experience, or equivalent substitution.

Responsibilities

• Integrate data sources (ServiceNow, endpoint data, surveys) into a governed data model for KPIs, SLAs, XLAs.
• Build Power BI visuals and dashboards including executive views with AD/Entra ID authentication.
• Develop trend, forecasting, and predictive analytics to inform CX roadmaps and government improvements.
• Produce content for Quarterly XLA reports, Monthly CS activity reports, and annual KPI reviews.
• Maintain data governance, security, and RMF evidence to sustain ATO on the agency network.
• Create analytics and reporting in Power BI/Power Apps per the Government backlog.
• Work in Agile sprints, mentor analysts, and support ad hoc data queries.

Skills

Power BI

SQL

Data Modeling

DAX

Active Directory/Entra ID

Data Analytics

Storytelling

Communication

Python/R

Education

Bachelor's degree

Tools

ServiceNow

ETL/ELT

APIs

Job description

Empower AI seeks a Dashboard Developer to design and maintain the Customer Support Metrics Dashboard (CSMD) and related analytics for a DoW IT services program. You will integrate multiple data sources, build KPI/SLAs dashboards, and provide executive views with role-based access via Active Directory.

This hybrid role is based in Quantico, VA with remote eligibility. The position requires a decade of BI/data analytics experience, expert Power BI, strong SQL, and governance skills to achieve ATO