Mid-Level Data Analyst: IT Call Center Analytics

Sprymethods; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Spry Methods is seeking a Mid-Level Data Analyst to support performance monitoring and reporting for the IT Call Center program. You will develop analytical products, evaluate operational data, and deliver insights to improve service delivery and customer experience.

The role focuses on dashboard design, data governance, and collaboration with program leadership to drive data-driven decisions in a fast-paced environment.

Qualifications

• Bachelor’s degree in a quantitative field from an accredited university.
• 3+ years in data analysis, BI, or performance reporting.
• Experience building reports and dashboards for management or stakeholders.
• Experience creating performance dashboards with Power BI/Tableau.
• Experience handling operational data for performance monitoring.

Responsibilities

• Collect, analyze, and validate operational data from ITSM, telephony, and workforce tools.
• Design, develop, and maintain dashboards, scorecards, and reports on call center performance.
• Monitor metrics daily, weekly, monthly; identify trends and anomalies; advise leadership.
• Prepare recurring and ad hoc reports and executive briefings.
• Perform root cause analyses of SLA impacts and operational gaps.
• Support continuous improvement with data-driven recommendations.
• Develop data governance artifacts and maintain data dictionaries.
• Collaborate with supervisors and ops managers to ensure data quality.

Skills

Data analysis

Communication

Trend analysis

Root cause analysis

Problem solving

Time management

Collaboration

Data governance awareness

Education

Bachelor’s degree in Data Analytics or related field

Tools

Power BI

Tableau

SQL

Excel (Advanced)

ServiceNow

Remedy

Job description

Spry Methods is seeking a Mid-Level Data Analyst to support performance monitoring and reporting for the IT Call Center program. You will develop analytical products, evaluate operational data, and deliver insights to improve service delivery and customer experience.

The role focuses on dashboard design, data governance, and collaboration with program leadership to drive data-driven decisions in a fast-paced environment.