SNOW Data Analyst - TS/SCI w/Poly
About The Position
We are seeking a detail-oriented IT support analyst to join our Digital Experience Team (DET) within the GREENWAY program. In this role, you will use data analysis tools like ServiceNow to examine support tickets and user feedback, with a primary focus on uncovering insights that enhance user experience. Your work will drive proactive UX improvements by analyzing trends, root causes, and user pain points, while optimizing data structures for more robust metrics for deeper insights. This position is ideal for a problem solver passionate about data-driven UX improvements, bridging IT operations with user needs.
Requirements
- Bachelor of Arts/Bachelor of Science
- 8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
- Strong analytical skills, including the ability to interpret data patterns, perform root cause analysis, and improve data structures for better metrics.
- TS/SCI w/Poly security clearance level
- US citizenship required
- Excellent communication and interpersonal skills with experience conducting customer outreach
- Familiarity with IT service management frameworks
- Ability to work independently in a fast-paced environment with a proactive mindset towards problem solving, data innovation, and UX optimization.
- IAT Level II Certification
Nice To Haves
- Innovation
- User Experience (UX)
- Familiarity with emerging technologies like LLMs
Responsibilities
- Build and execute customer queries in ServiceNow and analyze ticket trends.
- Develop and propose ways to model data more effectively within SNOW to enable pulling higher quality metrics, such as predicative UX indicators.
- Conduct direct customer outreach to gather deeper insights into users’ problems, root causes, and overall experiences, translating qualitative feedback into UX-focused recommendations.
- Review and analyze survey feedback from users to detect emerging trends, sentiment shifts, and areas of improvement, collaborating with cross functional teams to implement targeted UX enhancements.
- Document findings in reports with dashboards.
- Stay updated on best practices in IT support analytics and emerging technologies like LLMs to continuously refine analysis.
Benefits
- 401K with company match
- Competitive pay
- Paid time off
- Medical plan options
- Health Savings Accounts
- Dental plan options
- Vision plan
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays
- Paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
