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, 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.

Duties & 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.

Qualifications:

• 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

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.