Data Analyst

Posted: 07/24/2023 Division: Government/DOD Job Number: JN -072023-17282-1 State:

Job Description

MUST BE: US CITIZEN or GREEN CARD HOLDER only - NO Sponsorship Available
End User Support Analyst

Location: Centreville, VA (Hybrid - must be on-site 3 days/month)

Schedule: M-F 8AM-5PM

Requirements:

• BS Degree in Information Sciences or HS Diploma with 4-6 years of related work experience providing business/data analytics and optimizing end users support processes
• Proficiency in analyzing and interpreting data from various sources, including support tickets, PC inventory, and workflow data, to derive meaningful insights and identify trends.
• Strong expertise in using automation tools, particularly Power Automate, to design and implement automated workflows that streamline processes and eliminate manual steps.
• Ability to create interactive and visually compelling dashboards and reports using Power BI, presenting data insights in an easily understandable manner for stakeholders.
• Advanced skills in SQL and Excel for efficient data manipulation, data cleansing, and performing complex data analysis tasks.
• In-depth knowledge of IT End User Support processes and best practices, including familiarity with common end-user issues and support needs.
• Understanding of ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) principles and how data analysis contributes to continuous service improvement.
• Experience in using data-driven insights to identify areas for service enhancement and process optimization, contributing to a culture of continuous improvement within the IT support team.
• Excellent communication skills to convey data-driven insights and recommendations to both technical and non-technical stakeholders effectively.
• Meticulous attention to detail to ensure data accuracy, consistency, and completeness in all data analysis and reporting activities.
• Strong problem-solving skills to proactively identify challenges, bottlenecks, and opportunities for automation and service improvement.
• Microsoft Power BI and Power Automate Certification
• ITIL Foundation Certificate
• Possesses strong data analytical and User End Support skills
• Experience with Power Automate, Python Scripting driving automations
• Due to government requirements, candidates must be US Citizens

Duties:

• Dive deep into data analysis, mining insights from various sources, including support tickets, PC inventory, and workflow data, to provide meaningful recommendations for process automation.
• Proactively identify patterns and trends to gain invaluable insights into end-user support needs, common issues, and bottlenecks that can be resolved through automation, adhering to ITIL and ITSM best practices.
• Collaborate closely with cross-functional teams to develop data-driven solutions that significantly enhance the end-user support experience and contribute to continuous service improvement initiatives.
• Utilize the power of Power Automate to design and implement automated workflows, eliminating manual and repetitive tasks, while ensuring compliance with ITIL processes.
• Create impactful and visually compelling dashboards and reports using Power BI, allowing stakeholders to access real-time data for better decision-making and service level improvements.
• Take ownership of data quality, ensuring data accuracy, consistency, and completeness, thereby increasing the reliability of insights derived from the analysis to drive continuous improvement.
• Stay at the forefront of industry trends, adopting cutting-edge data analysis and automation techniques, and applying them within the framework of ITIL and ITSM methodologies.