Hybrid IT Service Analytics & Reporting Analyst

Ahold Delhaize USA; Salisbury (NC); Hybrid; USD 93,000 - 139,000; Full time

Job summary

Ahold Delhaize USA is seeking a skilled Lead, Help Desk Analytics to own the strategy, development, and delivery of analytics, reporting, and operational intelligence for Technology Support Services. The role focuses on transforming data into actionable insights, dashboards, and trend analyses for leadership.

The position follows a hybrid schedule with 3 in-person days at Salisbury, NC and 2 remote days. Qualifications include 5+ years in technology, ServiceNow expertise, and strong

Qualifications

• 5+ years of equivalent experience in relevant job or field of technology.
• Excellent written and verbal communication skills; ability to communicate across the organization.
• Experience with ServiceNow reporting and ticket monitoring.
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure.
• Highly collaborative with proven experience partnering & influencing

Responsibilities

• Develop, maintain, and enhance operational dashboards, KPI scorecards, and real-time service visibility tools.
• Produce executive reporting, service health summaries, and operational reviews for leadership.
• Analyze ticket volume, aging, resolution performance, escalations, and service demand to identify risks and gaps.
• Perform root cause analysis on recurring issues and track corrective actions to reduce disruptions.
• Establish and refine service performance measurements and KPI frameworks for internal and external teams.
• Lead initiatives to improve service efficiency and customer satisfaction through data-driven recommendations.
• Support forecasting, workforce planning, and capacity management through historical analysis.
• Collaborate with Technology leaders, service owners, and vendors to align performance objectives.

Skills

ServiceNow reporting

Ticket monitoring

Communication skills

Project management

Stakeholder collaboration

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ahold Delhaize USA is seeking a skilled Lead, Help Desk Analytics to own the strategy, development, and delivery of analytics, reporting, and operational intelligence for Technology Support Services. The role focuses on transforming data into actionable insights, dashboards, and trend analyses for leadership.

The position follows a hybrid schedule with 3 in-person days at Salisbury, NC and 2 remote days. Qualifications include 5+ years in technology, ServiceNow expertise, and strong