Data Analysis Administrator

Cynet Systems•Columbus, OH

About The Position

The Data Analysis Administrator is responsible for designing, developing, maintaining, and continuously improving operational metrics, dashboards, and reporting solutions that support Digital Customer Support operations. This role transforms support data into actionable insights that enable leadership to monitor performance, identify trends, improve customer experience, optimize resource utilization, and drive continuous improvement initiatives. Currently, data and metrics originate from multiple tools including Salesforce, Data Lakes, Power BI, JIRA, ServiceNow, and IAM Power BI. A new dashboard and new reports will be needed to consolidate information from all of these sources into one tool, so experience with all of these tools is beneficial.

Requirements

Advanced Power BI development.
Microsoft Excel (Advanced).
SQL and data analysis techniques.
Reporting automation.
Data visualization best practices.
Statistical analysis and trend identification.
Root cause analysis.
Stakeholder communication and presentation skills.
Knowledge of support operations, ticketing systems, and service management processes.

Nice To Haves

Experience with Salesforce, Data Lakes, Power BI, JIRA, ServiceNow, and IAM Power BI.

Responsibilities

Gather data from support systems, ticketing platforms, CRM applications, knowledge management systems, and related business tools.
Validate data accuracy, completeness, and consistency across reporting sources.
Maintain reporting datasets and documentation.
Develop automated data collection and refresh processes.
Design and maintain Power BI dashboards and operational scorecards.
Create executive, management, and team-level reports.
Develop self-service reporting capabilities for support leaders.
Standardize metrics and reporting definitions.
Develop and maintain reporting for Case Management Metrics: Total ticket volume. New vs. closed tickets. Open case backlog. Ticket aging. Case ownership changes. Escalation volume and trends.
Develop and maintain reporting for Service Performance Metrics: Time to assign. First response time. Average resolution time. SLA attainment. Follow-up and handoff activity. Reopen rates.
Develop and maintain reporting for Workload & Productivity Metrics: Cases per analyst. Workload balancing. Resolution rates. Queue performance. Resource utilization.
Develop and maintain reporting for Customer Experience Metrics: Customer satisfaction trends. Top customer issues. Recurring problem categories. First-contact resolution rates. Defect and enhancement request trends.
Develop and maintain reporting for Knowledge Management Metrics: Knowledge articles created. Knowledge articles published. Knowledge article utilization. Knowledge gaps and opportunities.
Identify recurring issues and emerging trends.
Conduct root cause analysis of support incidents.
Analyze performance bottlenecks and improvement opportunities.
Recommend corrective and preventive actions based on data findings.
Develop forecasting models for workload and resource planning.
Produce weekly, monthly, and quarterly operational reviews.
Present key findings and recommendations to leadership.
Create executive summaries highlighting risks, trends, and opportunities.
Support strategic planning and business reviews with data-driven insights.
Identify reporting automation opportunities.
Improve data quality and reporting efficiency.
Partner with support leadership to define KPIs and success measures.
Support operational excellence initiatives through analytics.