Associate, End User Services Data Analyst

Fortitude Re•Nashville, TN

1d•$70,000 - $90,000

About The Position

The Associate, End User Services Data Analyst is responsible for transforming operational data into meaningful insights that improve the employee technology experience. This role reviews service, endpoint, collaboration, and virtual desktop metrics; identifies trends and emerging risks; and develops dashboards, reports, and visualizations that support data-driven decisions. The Data Analyst will also monitor vendor announcements and product roadmaps, particularly the Microsoft 365 and Azure roadmaps, to assess how upcoming features, changes, and product retirements may affect the organization. Working closely with End User Services leadership and technical teams, this position will translate data and vendor developments into actionable recommendations, improvement opportunities, and implementation plans.

Requirements

Experience in data analysis, operational reporting, business intelligence, IT service management, or a related field.
Demonstrated ability to identify trends and translate data into clear, actionable recommendations.
Experience creating dashboards, reports, and data visualizations.
Strong proficiency with Microsoft Excel or similar data-analysis tools.
Strong analytical, organizational, and problem-solving skills.
Ability to explain technical findings to both technical and nontechnical audiences.
Strong written and verbal communication skills.
Ability to manage multiple reporting cycles, roadmap items, and competing priorities.
High attention to detail and a commitment to data quality and accuracy.

Nice To Haves

Experience working in End User Services, Service Desk, IT Operations, or digital employee experience.
Experience with Power BI, SQL, Power Query, Microsoft Graph, or similar reporting and data-integration technologies.
Familiarity with IT service management platforms and service metrics, including incident trends, SLA performance, first-response time, resolution time, and customer satisfaction.
Familiarity with Microsoft 365, Microsoft Teams, Azure Virtual Desktop, Windows, Intune, and Microsoft Entra ID.
Experience reviewing the Microsoft 365 Roadmap, Microsoft Message Center, Azure updates, and vendor release documentation.
Knowledge of ITIL practices, particularly incident, problem, change, and continual improvement management.
ITIL Foundation certification or a relevant data analytics, Microsoft, or business intelligence certification.
Bachelor’s degree in data analytics, information systems, computer science, business, or a related field, or equivalent professional experience.

Responsibilities

Collect, validate, and analyze data from End User Services platforms and operational processes.
Review service desk, endpoint, virtual desktop, collaboration, and employee-experience metrics.
Track trends across incidents, service requests, SLA performance, system reliability, device health, and user experience.
Identify recurring issues, emerging risks, unusual patterns, and opportunities for service improvement.
Compare performance across locations, user groups, device types, applications, and support tiers.
Establish baselines and measure the impact of operational or technical changes.
Assist with forecasting support demand, service trends, and resource requirements.
Ensure reporting data is accurate, consistent, and clearly defined.
Design and maintain dashboards, scorecards, and recurring operational reports.
Create clear visualizations that communicate trends, risks, performance, and improvement opportunities.
Develop daily, weekly, monthly, and executive-level reporting based on business needs.
Translate complex technical data into concise insights for both technical and nontechnical audiences.
Define and document key performance indicators for End User Services.
Automate data collection, reporting, and dashboard refresh processes where practical.
Present findings and recommendations to End User Services leadership and other stakeholders.
Monitor Microsoft product roadmaps, Message Center announcements, service advisories, release notes, and product retirement notices.
Track developments affecting Microsoft 365, Teams, Azure Virtual Desktop, Windows, Intune, Entra ID, and other technologies used by End User Services.
Monitor relevant announcements and roadmaps from other strategic technology vendors.
Evaluate how upcoming vendor changes may affect users, support processes, security, compatibility, licensing, training, and the existing technology environment.
Identify required testing, communication, documentation, or technical preparation before vendor changes are introduced.
Maintain a centralized roadmap of upcoming changes, deadlines, dependencies, risks, and responsible teams.
Provide timely recommendations to End User Services leadership regarding adoption, preparation, deferral, or risk mitigation.
Work with technical teams to validate the impact of significant changes through testing or pilot programs.
Partner with End User Services leadership and technical teams to develop measurable service-improvement initiatives.
Use data to evaluate whether completed changes delivered the expected operational or employee-experience benefits.
Recommend improvements based on observed trends, root-cause patterns, and user feedback.
Support problem management by identifying repeated incidents and providing relevant supporting data.
Assist with business cases, pilot evaluations, project planning, and post-implementation reviews.
Collaborate with Service Desk, endpoint engineering, infrastructure, security, and business stakeholders.
Maintain documentation for data sources, reporting logic, metric definitions, and analytical processes.