🛠 Tech Stack

💼 About This Role

You'll lead enterprise-level data analytics and reporting within a complex IT Service Management environment. Your core impact will be using advanced analytical techniques and data visualization to provide actionable insights that improve operational performance and customer satisfaction. This role stands out for its focus on customer experience analytics and strategic decision-making in a government setting.

🎯 What You'll Do

• Analyze large datasets to identify trends and improvement opportunities.
• Develop dashboards using Tableau, Power BI, or QlikView.
• Support ITSM initiatives through analysis of incident and performance metrics.
• Conduct customer experience analytics and journey mapping.

📋 Requirements

• Bachelor's degree in Data Science, Computer Science, or related field.
• 8+ years of experience in data analysis supporting ITSM environments.
• Experience with ServiceNow, BMC Remedy, or Cherwell.
• Proficiency with Tableau, Power BI, or QlikView and SQL.

✨ Nice to Have

• Certifications: CAP, Microsoft Data Analyst Associate, or ITIL Foundation.
• Experience with Python, R, or SAS for statistical analysis.
• Experience supporting DoD or Federal Government environments.

🎁 Benefits & Perks

• 🏖️ 26 Days Paid Leave
• 💰 Performance Bonuses
• 🏦 401(k) with Match (3% match, immediate vesting)
• 🏥 Health Benefits (multiple medical plans, dental, vision, FSA/HSA)
• 👶 Parental Leave (15 days fully paid)

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min

🚩 Heads Up

• Salary is stated as $120,000+ with no upper bound, which may indicate a wide range.
• Requirements list is extensive, potentially unrealistic for a single role.
• No mention of remote or hybrid work despite being a senior role.