Operations Analytics & Change Lead I

QTS Data Centers

Atlanta (GA)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Job summary

QTS Data Centers is seeking an Operations Analyst I to support Technology Operations leadership by delivering data-driven insights to improve performance in Customer Service Management and Infrastructure Operations. You will develop performance analytics and contribute to quality control products across budget, customer service, and workforce training programs.

Strong analytical and troubleshooting skills are valued, and demonstrated commitment to growth in a technical role is expected.

Qualifications

Bachelor of Science degree or equivalent professional experience.
Three or more years of IT or related professional experience.
Experience with change management.
Experience with data analysis, including Excel pivot tables, charting, formulas.
Experienced with or willing to learn the required business applications and databases, including ServiceNow, ScienceLogic, Salesforce, etc.
Proficient with Microsoft Office suite.
US Citizenship for this position is required by law due to federal customer contracts.

Responsibilities

Lead and support change management initiatives by evaluating business processes, identifying opportunities for improvement, developing adoption strategies, and partnering with stakeholders to ensure successful implementation of operational and technology-driven changes.
Review and analyze company policies and operational processes
Monitor and track process control points for critical operational processes (e.g., requisitions, budgeting, service management)
Build strong working relationships with any 3rd party providers, partners and vendors supporting operational processes
Export, combine, groom and analyze datasets from business applications (e.g., budget variances, customer service interactions, customer and employee surveys)
Visualize data using various types of charts and provide summary reports to management
Analyze datasets and information to identify operational improvement opportunities
Define improvement project requirements by interviewing stakeholders, analyzing data and processes, determining project scope and documenting results
Track and report status of project actions taken to drive improvements
Recommend changes and update written policies and procedures
Collaborate across multiple teams to improve operational efficiency and quality end- to- end
Craft quality professional written communications and templates.