Data Analyst 1

Insight Global; Austin (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

Insight Global in Austin, TX seeks a detail-oriented Data Analyst to support a ServiceNow ticket workflow. You will review tickets, perform level 1 triage, categorize requests, and route tickets to the right teams with timely updates.

The ideal candidate will bring strong communication, prior help desk or service desk experience, and exposure to Power BI Service. The role rewards accuracy, multi-tasking, and a service-focused approach in a diverse workplace.

Qualifications

• Experience reading and triaging ServiceNow tickets.
• Experience in a help desk, service desk, or customer support role.
• Ability to communicate updates and requests via email.

Responsibilities

• Review incoming tickets and perform Level 1 triage.
• Categorize requests and route tickets to the appropriate teams.
• Provide timely updates and follow-up throughout the ticket lifecycle.

Skills

ServiceNow ticket review

Level 1 triage

Ticket categorization

Outlook email communication

Power BI Service exposure

Customer service

Multi-tasking

Tools

ServiceNow

Outlook

Power BI

Job description

Job Description

We are seeking a detail-oriented Data Analyst to support a growing ServiceNow ticket management process. This individual will be responsible for reviewing incoming tickets, performing Level 1 triage, categorizing requests, routing tickets to the appropriate teams, and ensuring timely communication and follow-up throughout the ticket lifecycle.

The ideal candidate has strong critical thinking skills, enjoys working in a process-driven environment, and can effectively manage multiple priorities while maintaining accuracy and excellent customer service.

Skills and Requirements

• Ability to read and understand ServiceNow tickets. (level 1 triage)
• Update tickets to the appropriate Category using critical thinking skills to determine category based on ticket details and a list of categories and their descriptions.
• Ability to assign tickets to team members based off category and approver matrix
• Ability to send emails using outlook to request if NDA is on file.
• Send follow-up emails using service now and provide updates using service now ticketing systemExposure to Power BI Service.Previous customer service, help desk, service desk, or operations support experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].