Mid Data Analyst, IT Call Center Analytics

Method, Inc.; Nashville (TN); On-site; USD 82,000 - 90,000; Full time

Job summary

Spry Methods, a proven provider of mission-focused technology, cybersecurity, and program management, seeks a Mid-Level Data Analyst to support IT Call Center performance monitoring and reporting. You will develop dashboards, validate data, and deliver insights that drive customer satisfaction and operational excellence.

You will collaborate with program leadership, manage data governance artifacts, and mentor junior analysts while maintaining accuracy and timely delivery.

Qualifications

• Bachelor’s degree in Data Analytics, Business Administration, IT, Statistics or related field.
• 3+ years of data analysis, BI, or reporting experience.
• Experience building reports, dashboards for management or stakeholders.
• Experience with Power BI, Tableau or similar tools.

Responsibilities

• Collect, analyze, and validate operational data from ITSM platforms, telephony, WFM, and other sources.
• Design, develop, and maintain dashboards, scorecards, and reports showing call center performance and trends.
• Monitor metrics daily/weekly/monthly; identify trends and provide actionable recommendations.
• Prepare recurring/ad hoc reports, executive briefings, and customer-facing deliverables.
• Conduct root cause analysis of performance gaps and SLA impacts to inform decisions.
• Support continuous improvement through data analysis and process optimization.

Skills

Data analysis

Dashboard design

SQL

Power BI

Tableau

Excel

Stakeholder communication

Process improvement

Education

Bachelor’s degree in Data Analytics

Tools

ServiceNow

Remedy

Job description

Spry Methods, a proven provider of mission-focused technology, cybersecurity, and program management, seeks a Mid-Level Data Analyst to support IT Call Center performance monitoring and reporting. You will develop dashboards, validate data, and deliver insights that drive customer satisfaction and operational excellence.

You will collaborate with program leadership, manage data governance artifacts, and mentor junior analysts while maintaining accuracy and timely delivery.