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IT Performance Analyst And Professional Development Coordinator

3 months ago

Oak Park, Illinois, United States Oak Ridge National Laboratory Full time
Requisition Id 13118

Due to the security clearance requirements of this position, we are unable to consider EAD and Green Card holders. Additionally, Visa sponsorship of any kind is unavailable for this position (H1B, F1, OPT, H4, J1, etc.).

Overview:
The Information Technology Services Directorate (ITSD) is hiring an IT Performance Analyst & Training Coordinator to help showcase our capabilities to all ORNL and to assist with training our teams for success


This position falls within the Program, Portfolio, and Project Management Division of ITSD to showcase and spread the word about our IT services and capabilities across the organization.

Plus, you'll have a hand in the training and development of our teams for their success


In this role, you'll step up our internal communication and IT training, dive into analyzing and improving our KPIs across our service offerings and share the value of our initiatives with the business.

In terms of training coordination, you'll facilitate, coordinate, manage and track the internal training for ITSD staff.

ITSD is a forward-thinking support organization within
Oak Ridge National Laboratory
(ORNL). We are committed to delivering top-notch IT services that drive business success. Understanding the vital role of technology in achieving organizational objectives, we aim to ensure effective communication and efficient delivery to ORNL. We're dedicated to upholding the highest standards of performance and reliability.

Major Duties/Responsibilities:

IT Performance Analysis:

  • Analyze key performance indicators (KPIs) such as system availability, incident resolution time, service desk responsiveness, application performance, and security posture.
  • Build and preserve reports and dashboards that provide insights into IT performance and effectiveness, tailored for various business owners.
  • Generate balanced scorecards to help track leading and lagging indicators with respect to operational performance and delivery of initiatives.
  • Collaborate with IT teams to identify trends, patterns, and potential issues affecting the performance of ITSD service deliveries.
  • Create compelling narratives with marketing and communication teams around IT achievements and initiatives.
  • Convert technical information into practical insights and suggestions for enhancing delivery and communicate findings in a language understandable to business owners.
  • Develop marketing communication strategies and materials that showcase the value of IT Services to the business.
  • Recognize chances to improve the visibility and understanding of IT projects using different communication platforms.
  • Keep up to date with the latest industry standards, trends, and technological advancements in IT performance monitoring, reporting, application development, and cybersecurity.

Training Coordination:

  • Create and sustain training programs for ITSD ensuring our delivery staff has the requisite ability to carry out their duties optimally.
  • Build instructional videos for laboratory staff to ensure they have the skills and knowledge to efficiently utilize IT services.
  • Work with division directors, group leads, and team leads in ITSD to pinpoint training requirements and create tailored training plans for their teams.
  • Maintain accurate records of training activities, including attendance, feedback, and completion status to ensure compliance with internal policies and regulatory requirements.
  • Prepare reports and summaries on training outcomes, effectiveness, and ROI (Return on Investment).
  • Assess how well training programs are working and suggest ways to make improvements as needed.

Continuous Improvement:

  • Identify, review, and implement innovative ways to improve.
  • What and how ITSD communicates its services both internally and to the Lab.
  • How ITSD provides training internally for its staff and training on the ITSD supported tools and services that the Lab personnel use in performing their jobs.


Deliver ORNL's mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service.

Promote diversity, equity, inclusion, and accessibility by fostering a respectful workplace – in how we treat one another, work together, and measure success.


Basic Qualifications:

  • A BS in computer science, information technology, management information systems, communications, journalism, English, public relations, business, library science or a related field of study and five (5) to seven (7) years of related experience is required for consideration.
An overall combination of equivalent experience may be considered.

  • Previous or current experience with:
  • Reporting tools like Microsoft PowerBI, Tableau, or QlikSense
  • Presentation tools like Office365 and Adobe products.
  • Skilled in analyzing datasets and developing data based/support recommendations and meaningful reports.
  • Experience with content creation tools like video editing software, graphic design tools, and document formatting software.

Preferred Qualifications:

  • Experience with ServiceNow, SharePoint, HTML and/or content management software.
  • Familiarity with IT infrastructure, systems, and networks is beneficial.
  • Effective communication skills, both verbal and written, are necessary for conveying technical information to non technical stakeholders in a clear and understandable manner.

Special Requirements:

  • Visa sponsorship is not available for this position.
  • This position requires the ability to obtain and maintain a clearance from the Department of Energy.
As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.

Benefits at ORNL:
ORNL offers competitive pay and benefits programs to attract and retain talented people.

The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy.

Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.

Other benefits include the following:

Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

In addition, we offer a flexible work environment that supports both the organization and the employee. A hybrid/onsite working arrangement may be available with this position.

If you have difficulty using the online application system or need an accommodation due to a disability, please email:

or call


This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.


We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size.

Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged . UT-Battelle is an E-Verify employer.