Data Analyst

AGE Solutions is seeking a highly skilled and analytical Senior Data Analyst – Subject Matter Expert (SME) to support enterprise-level data analytics, reporting, and customer experience initiatives within a complex IT Service Management (ITSM) environment. The ideal candidate will leverage advanced analytical techniques, data visualization, statistical modeling, and customer experience analytics to provide actionable insights that improve operational performance, service delivery, and customer satisfaction. This role requires a strategic thinker with strong technical expertise, exceptional communication skills, and the ability to collaborate across technical and business teams to drive data-informed decision-making. Responsibilities Analyze large and complex datasets to identify trends, patterns, anomalies, and opportunities for operational improvement. Develop and maintain dashboards, scorecards, and executive-level reporting using data visualization tools such as Tableau, Power BI, or QlikView. Support IT Service Management (ITSM) initiatives through analysis of incident, problem, change, request, and service performance metrics. Conduct customer experience analytics and customer journey mapping to improve service quality and user satisfaction. Perform trend analysis, forecasting, root cause analysis, and predictive analytics to support strategic decision-making. Design and execute statistical analyses and machine learning models to support operational and business objectives. Develop SQL queries and work with structured and unstructured data from multiple sources and databases. Support data warehousing, ETL processes, and data integration efforts across enterprise systems. Collaborate with cross-functional stakeholders, technical teams, and leadership to translate business requirements into analytical solutions. Present findings, recommendations, and insights to senior leadership and stakeholders in a clear and actionable manner. Ensure compliance with data governance policies, regulatory requirements, and data privacy standards. Identify opportunities to improve analytics methodologies, reporting processes, and data quality practices. Support continuous process improvement initiatives and innovation within the analytics environment. Provide subject matter expertise in analytics best practices, ITSM reporting, and performance measurement. Required Qualifications Education: Bachelor's degree in Data Science, Computer Science, Information Systems, Statistics, or a related field. Certifications: Certified Analytics Professional (CAP), Microsoft Certified: Data Analyst Associate, or ITIL Foundation Certification. Certifications in Customer Experience Management and/or Data Science preferred. Security Clearance: DoD Secret or Top Secret. Experience, Skills, and Knowledge: 8+ years of experience in data analysis, preferably supporting IT Service Management (ITSM) environments or related domains. Proven experience working with ITSM platforms such as ServiceNow, BMC Remedy, or Cherwell. Experience in customer experience analytics and customer journey mapping. Demonstrated expertise with data visualization and business intelligence tools including Tableau, Power BI, or QlikView. Strong experience with SQL and database management concepts. Proficiency with analytical and statistical tools such as Python, R, or SAS. Strong statistical analysis skills and familiarity with machine learning algorithms and predictive analytics techniques. Advanced Microsoft Excel skills for data analysis, modeling, and reporting. Familiarity with ITIL framework and ITSM best practices. Experience with data warehousing concepts and ETL processes. Strong analytical thinking, troubleshooting, and problem-solving abilities. Ability to interpret complex datasets and translate findings into actionable business insights. Excellent written and verbal communication skills with the ability to present technical information to non-technical audiences. Demonstrated ability to work effectively in cross-functional and collaborative environments. Strong attention to detail and commitment to data accuracy and integrity. Experience briefing senior leadership and preparing executive-level reports and presentations. Demonstrated ability to improve and innovate analytics processes and methodologies. Understanding of regulatory compliance requirements and data privacy laws related to data handling and protection. Preferred Qualifications Experience supporting Federal Government or Department of Defense (DoD) environments. Compensation: $120,000+ Benefits 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays. You choose how to use it. Performance Bonuses: Performance bonuses are awarded based on individual contributions and company-wide results, aligning recognition with impact. 401(k) with Match: We match 3% of your contributions with immediate vesting. Financial Protection: Company-paid life insurance up to $300K and options for additional coverage for you and your dependents. Health Benefits: Multiple medical plans, dental, vision, FSA and HSA options to fit your needs. Parental Leave: 15 days of fully paid leave for new parents, because family matters. Military Differential Pay: We bridge the gap for employees on active duty, so they don't take a financial hit while serving. Professional Growth: Paid training and certifications, tuition reimbursement, and the tools and tech to get the job done right. Shared Success: In the event of a company sale, our CEO has committed to returning 80% of net proceeds to employees. This ensures our team shares in the long term value they help create. #J-18808-Ljbffr