Data Analyst (Help Desk Analytics) - VA C&P Help Desk 2.0 (Remote)

Triumph Enterprises, Inc.; United States; Remote; USD 60.000 - 85.000; Vollzeit

Zusammenfassung

Triumph Enterprises, Inc. is seeking a Data Analyst (Help Desk Analytics) to transform Tier 2 ticket data into trends, root cause insights, and workload metrics for VA C&P product line support. The role is remote nationwide and contingent upon contract award.

You will build dashboards, report on ticket activity, monitor KPIs, and recommend strategies to reduce volume while ensuring VA data governance and security standards are followed.

Qualifikationen

• 3+ years of operational data analysis, preferably IT service management or contact-center data.
• ServiceNow reporting and dashboards; advanced Excel; SQL or a business intelligence tool
• Bachelor's degree in a quantitative or IT field, or equivalent experience
• Able to obtain and keep a VA background investigation and complete VA privacy and security training

Aufgaben

• Collect, clean and analyze Tier 2 ticket data from approved VA systems; monitor key performance indicators and flag anomalies
• Build and maintain dashboards; deliver the Weekly Data Analysis Report, Daily Active Ticket Report, Daily Ticket Trend Report and Service Desk Monthly Progress Report metrics
• Report daily, weekly, monthly and special-study analysis of Tier 2, 3 and 4 tickets, including links to application defects
• Recommend strategies to reduce ticket volume; support incident and problem management; follow VA data governance and security standards

Kenntnisse

Data analysis

Dashboarding

Problem solving

English communication

Ausbildung

Bachelor's degree in quantitative or IT field

Tools

ServiceNow

Excel

BI tool

SQL

Jobbeschreibung

Triumph Enterprises, Inc. is recruiting a Data Analyst (Help Desk Analytics) for our proposed support to the Department of Veterans Affairs (VA) Office of Information and Technology, Compensation and Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0. This position is contingent upon contract award. Remote work from anywhere in the United States.

ABOUT THE WORK

The Data Analyst turns Tier 2 service desk ticket data into trend, root-cause and workload insight that reduces ticket volume and improves service for a VA claims-processing product line.

WHAT YOU WILL DO

• Collect, clean and analyze Tier 2 ticket data from approved VA systems; monitor key performance indicators and flag anomalies
• Build and maintain dashboards; deliver the Weekly Data Analysis Report, Daily Active Ticket Report, Daily Ticket Trend Report and Service Desk Monthly Progress Report metrics
• Report daily, weekly, monthly and special-study analysis of Tier 2, 3 and 4 tickets, including links to application defects
• Recommend strategies to reduce ticket volume; support incident and problem management; follow VA data governance and security standards

MINIMUM QUALIFICATIONS

• Able to read, write, speak and understand English
• Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation and complete VA privacy and security training
• 3+ years of operational data analysis, preferably IT service management or contact-center data
• ServiceNow reporting and dashboards; advanced Excel; SQL or a business intelligence tool
• Bachelor's degree in a quantitative or IT field, or equivalent experience

PREFERRED CERTIFICATIONS

• ITIL 4 Foundation
• ServiceNow Performance Analytics training

OTHER PREFERRED QUALIFICATIONS

• Federal or VA reporting experience
• Experience presenting findings to program leadership

SCHEDULE AND LOCATION

Remote within the United States; core hours Eastern.

Triumph Enterprises, Inc. is a Service-Disabled Veteran-Owned Small Business headquartered in Fairfax, Virginia, operating under an ISO 9001:2015-certified quality management system. We price our work based on local market wages, ensuring we fairly compensate our team rather than paying the bare minimum.

Triumph Enterprises, Inc. is an Equal Opportunity Employer. We hire strictly on the basis of qualifications and merit, providing equal consideration to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.