IT Service Analytics & Reporting Strategist

Adusa

Northern (KY, NC)

Hybrid

USD 93,000 - 139,000

Full time

5 days ago

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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.