IT Service Analytics & Reporting Analyst

Adusa; Northern (KY, NC); On-site; USD 93,000 - 139,000; Full time

Job summary

Ahold Delhaize USA is seeking a data analytics lead to own Help Desk analytics, reporting, and operational intelligence. You will transform complex data into actionable insights, develop executive dashboards, and provide leadership with visibility into service quality and workforce effectiveness.

The role requires strong ServiceNow experience, cross-functional collaboration, and the ability to guide projects from concept to completion.

Qualifications

• 5+ years of experience in technology or related field.
• Excellent written and verbal communication across the organization.
• Ability to plan, prioritize and drive deliverables from concept to closure.
• Strong knowledge of ServiceNow reporting and ticket monitoring.
• Experience leading mid-to-large projects independently.
• Highly collaborative with demonstrated stakeholder influencing.
• Equivalent trainings/certifications or experience will be considered.

Responsibilities

• Develop, maintain and enhance dashboards and KPI scorecards for leadership visibility.
• Produce executive reports and operational reviews translating data into insights.
• Analyze ticket volume, aging, resolution and performance metrics to identify risks.
• Perform root cause analysis on recurring issues and drive corrective actions.
• Establish and refine service performance measurements and KPI frameworks.
• Identify initiatives to improve efficiency and customer satisfaction through data.
• Support forecasting, workforce planning and budget discussions with data-driven analysis.
• Partner with tech leaders, service owners and stakeholders to align objectives.

Skills

Data analytics

Cross-functional collaboration

Stakeholder communication

Education

Bachelor's degree

Tools

ServiceNow

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Own the strategy, development, and delivery of Help Desk analytics, reporting, performance measurement, and operational intelligence capabilities. Transform complex operational and service management data into actionable insights that enable informed decision-making, improve service performance, and support continuous improvement initiatives across Technology Support Services. Develop executive‑level reporting, dashboards, scorecards, and trend analysis that provide leadership with accurate and timely visibility into service quality, customer experience, workforce effectiveness, vendor performance, and organizational health. Serve as a trusted advisor to leadership by identifying emerging trends, forecasting operational demand, and recommending data‑driven actions that support strategic objectives.

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office location is Salisbury, NC.

Applicants must be currently authorized to work in the United States on a full‑time basis.

Responsibilities

• Develop, maintain, and continuously enhance operational dashboards, KPI scorecards, monitoring solutions, and real‑time service visibility tools to provide leadership with accurate insight into service health, operational performance, vendor effectiveness, workload trends, and business impact.
• Produce executive reporting, service health summaries, presentations, and operational reviews by translating complex technical and performance data into actionable business insights that support strategic decision‑making and organizational planning.
• Analyze ticket volume, aging, resolution performance, escalations, service demand, and operational metrics to identify emerging risks, service gaps, and opportunities to improve support effectiveness and customer experience.
• Perform root cause analysis on recurring incidents, chronic operational challenges, and service performance issues while tracking corrective actions through completion to reduce repeat disruptions and improve service stability.
• Establish, monitor, and continuously refine service performance measurements, reporting standards, and KPI frameworks for internal support teams and external service providers to improve accountability, governance, and adherence to service commitments.
• Identify and lead initiatives that improve service efficiency, operational effectiveness, workflow performance, and customer satisfaction through data‑driven recommendations and continuous improvement practices.
• Support forecasting, workforce planning, resource allocation, budget development, and capacity management activities through analysis of historical demand, staffing utilization, service performance, and workload trends.
• Partner with Technology leaders, service owners, support teams, vendors, and business stakeholders to align performance objectives, communicate operational insights, and drive improvements that support organizational priorities and evolving business needs.

Requirements

• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Strong knowledge of ServiceNow reporting and ticket monitoring
• Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
• Highly collaborative with proven experience partnering & influencing

Preferred Qualifications:

• Bachelors degree, Advanced training and or certifications in relevant field/s of study preferred
• Experience with ServiceNow reporting and ticket monitoring
• Experience in retail or grocery preferred

Salary Range: $92,640-$138,960