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Operational Technology Performance Analyst

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Location: Hammond, IN, United States
Date Posted:
Req ID: R00934067

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Job Title: Performance Analyst 1 

Job Code: MS6116 


Job Summary 

The successful candidate’s experience will dictate the level at which they are placed. 


The Performance Analyst is responsible for the interpretation and presentation of performance measures to enable senior leadership to understand IT operational performance, report progress against Service Level Agreement (SLA) targets, and proactively manage goal delivery in alignment with the performance expectations of the organization ensuring a fact-based view of IT’s performance is established. 


Principal Duties & Responsibilities 

  • Entry-level professional individual contributor on a project or work team​  

  • Typically requires a college or university degree or the equivalent work experience   

  • Typically requires (0-2) zero to two years of relevant work experience​  

  • Has conceptual knowledge of fundamental theories, principles and practices.   

  • Explains facts, policies and practices related to job area  

  • ​Problems faced are not typically difficult or complex​  

  • Use existing procedures to solve routine or standard problems​  

  • Receives instruction, guidance, and direction from more senior level roles  

  • Understand the service provider appeals process 

  • Gather data related to SLA Appeals submitted by Managed Service Providers 

  • Attend UNITE Consortium events 

  • Compile performance metrics for the weekly CIO Huddle and monthly from across IT. 

  • Aggregate performance metrics and show data trends. 

  • Administer customer satisfaction surveys. 

  • Day-to-day monitoring, analysis, and reporting of all IT service metrics, utilizing operational performance data to identify improvement opportunities and to ensure alignment to business priorities  

  • Work closely with Contract Managers and Financial Analysts to develop service level methodologies for tracking critical ongoing and one-time deliverables for internal and external IT services 

  • Track IT performance against agreed SLAs and Key Performance Indicators (KPI) 

  • Ensure that Service Providers meet all measurement and reporting obligations for SLAs 

  • Maintain monthly and annual credit trackers and/or tracking tools 

  • Review and validate SLA credit notifications and calculations given by Managed Service Providers  

  • Provide inputs to monthly governance decks  

  • Collect performance data and present it in a format consumable by the audience 

  • Collaborate with multiple levels in the organization to identify and report the monthly Objectives and Key Results (OKRs) for IT 


Required Qualifications for Position 

  • Bachelors degree in Business Studies, Finance, IT or Statistics or equivalent experience 

  • Solid understanding of analytics and modelling techniques 

  • Functional expertise in the analysis, interpretation, and presentation of performance measures 

  • Knowledge of Service Level design, mechanics, and effective use in driving provider behavior 

  • Performance management experience in finance and service level disciplines 

  • Strong presentation skills and ability to present to executive leadership 

  • Experience with ServiceNow 

  • Knowledge of the contract structure and terms, and the relationship of the services to the business operations they support 

  • Knowledge of financial impacts of Service Level Agreements  

  • Ability to maintain confidentiality and adhere to data protection and other guidelines when appropriate 

  • Experience in providing guidance to business partners and senior leadership 

  • Knowledge of IT value generation 

  • Able to maintain a strong relationship with offshore service providers 

  • Microsoft Office 


Preferred Qualifications for Position 

  • Masters degree in Business Studies, Finance, IT or Statistics 

  • ITIL (Information Technology Infrastructure Library) Foundations Certification 

  • Knowledge of the NiSource business and/or utilities 

  • Knowledge of Microsoft tools  



The preceding description is not designed to be a complete list of all duties and responsibilities required of the position. 

Inclusion & Diversity 
Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities. 

Safety Statement
Promote a safe work environment by actively participating in all aspects of our employee safety program.  Report any unsafe conditions and take actions to prevent personal injuries.  Support our interdependent safety culture by ensuring the safety of your co-workers.  Stay focused on the task at hand and promote productivity through good work habits.

Posting Start Date:


Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.


Operational Technology Performance Analyst will provide support for the Operational Technology Team leaders and specialist. In this role the analyst will serve as a coordinator for new and existing projects as well as coordinating change and work requests. The Operational Technology Team supports the Electric Energy Management System, Supervisory Control and Data Acquisition (SCADA) infrastructures including identified Critical Cyber Assets systems. The analyst would also perform metrics and give weekly status to projects within the Operational Technology Environment.

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