Service Delivery and IT Ops Data Analyst

Morningstar•Chicago, IL

7d•$74,325 - $109,008•Hybrid

About The Position

The Employee Experience Insights & AI Enablement Team is seeking a Senior Insights Analyst to bridge AI strategy, IT operations, and enterprise analytics. This role is distinct from traditional BI, focusing on building the analytics foundation for Morningstar’s Central Technology team to understand, govern, and accelerate AI investments, while also driving operational intelligence in IT service delivery. The analyst will be responsible for designing and delivering analytics platforms for ITSM performance, AI cost governance, and knowledge worker productivity measurement. The role involves working with agentic AI infrastructure (LiteLLM, AWS Bedrock, Claude/Anthropic) and cloud-native data platforms (Snowflake, Microsoft Fabric). A key responsibility will be identifying metrics to assess the effectiveness of the Employee Experience Insights and AI Enablement Team. This position is ideal for someone energized by building from scratch, comfortable with ambiguity and a fast-paced environment, and eager to directly influence a global company's AI strategy through analytics.

Requirements

Proven experience in data analytics, reporting, and dashboarding with a portfolio including operational (ITSM or similar), AI reporting, and strategic (executive-facing) use cases.
Hands-on experience with Snowflake and/or Microsoft Fabric for data pipeline design, transformation, and analytics delivery.
Proficiency with Microsoft Power BI for dashboard development and stakeholder-facing reporting.
Experience integrating data from APIs, CSV files, event streams, and diverse SaaS platforms into analysis-ready datasets.
Strong analytical and communication skills able to translate complex data into clear, executive-ready narratives.
End-to-end ownership of the data solution lifecycle: requirements, design, development, deployment, and ongoing iteration.
Comfort operating independently in a fast-moving environment with competing priorities and evolving requirements.
Collaborative mindset with experience working across technical and non-technical stakeholders.

Nice To Haves

Experience with LiteLLM, LangSmith, or similar LLM observability and cost tracking platforms.
Familiarity with AI/LLM cost structures, token economics, model pricing, and usage attribution.
Experience building AI-assisted or agentic analytics solutions, including tools such as Claude Code.
Working knowledge of ServiceNow data structures in ITSM and/or HRSD.
Background in productivity measurement, workforce analytics, or digital employee experience (DEX) platforms.
Exposure to enterprise AI platforms including Anthropic/Claude, OpenAI, Google Gemini, or AWS Bedrock.

Responsibilities

Develop executive-facing dashboards (CEO/CFO-level) connecting AI spend trends to strategic outcomes, surfacing anomalies and efficiency signals in a self-service format.
Evolve and maintain Morningstar’s AI cost analytics platform (LiteLLM, Snowflake, LangSmith) into a scalable, production-grade observability system.
Build and own the architecture integrating AI gateway telemetry (LiteLLM) with enterprise data platforms (Snowflake, Microsoft Fabric) for per-team, per-application, and per-model token attribution.
Partner with Cloud Services (AI Infrastructure), InfoSec, and Finance to ensure spend governance models are accurate, auditable, and aligned to enterprise reporting standards.
Design, build, and maintain dashboards and datasets driving IT service delivery performance across the Global Service Desk, endpoint operations, and employee experience functions.
Normalize and integrate data from ServiceNow (ITSM/HRSD), DEX Performance Analytics, collaboration tools (e.g., Poly Lens), and other operational sources into cohesive, analysis-ready datasets.
Identify patterns, bottlenecks, and opportunities in service delivery data and translate findings into actionable recommendations for leadership.
Respond to ad-hoc data requests from IT and business stakeholders with speed and clarity.
Analyze IT and business operations data to proactively identify areas where AI automation, agentic workflows, or LLM-based tooling can drive measurable efficiency gains.
Build and maintain a pipeline of data-backed AI enablement opportunities, prioritized by estimated ROI, complexity, and strategic alignment.
Partner with the Agentic Front Door program and Central Technology leaders to quantify the impact of deployed AI solutions and feed findings back into the roadmap.
Design and implement an analytics framework to measure the productivity impact of AI investments on knowledge workers.
Define, instrument, and track meaningful productivity KPIs capturing time savings, task deflection, output quality, and employee sentiment.
Build the data infrastructure needed to collect, normalize, and report productivity signals across AI tools (Claude, Copilot, Gemini, Bedrock-based agents) and employee segments.
Produce regular productivity impact reports for senior and executive audiences.
Design a scalable, modern analytics architecture integrating Snowflake, Microsoft Fabric, LiteLLM, ServiceNow, and other enterprise data sources into a unified analytics layer.
Champion the migration from static legacy reports to dynamic, interactive, AI-assisted dashboards leveraging Power BI, Fabric, and agentic tooling.
Define data standards, integration patterns, and governance practices for the analytics platform.
Evaluate and recommend analytics tooling to ensure the platform remains best-in-class.

Benefits

100% 401k match up to 6% of salary
Stock Ownership Potential
Company provided life insurance - 1x salary + commission
Comprehensive health benefits (medical/dental/vision)
Potential premium discounts
Company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
Additional medical Wellness Incentives - up to $300-$600 annual
Company-provided long- and short-term disability insurance
Trust-Based Time Off
6-week Paid Sabbatical Program
6-Week Paid Family Caregiving Leave
Competitive 8-24 Week Paid Parental Leave
Adoption Assistance
Leadership Coaching & Formal Mentorship Opportunities
Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
Tuition Reimbursement
Charitable Matching Gifts program
Dollars for Doers volunteer program
Paid volunteering days
15+ Employee Resource & Affinity Groups