Remote Data Analyst - Help Desk Insights & Dashboards

Triumph Enterprises, Inc.; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Triumph Enterprises, Inc. is seeking a Data Analyst (Help Desk Analytics) to transform Tier 2 ticket data into trends, root cause insights, and workload metrics for VA C&P product line support. The role is remote nationwide and contingent upon contract award.

You will build dashboards, report on ticket activity, monitor KPIs, and recommend strategies to reduce volume while ensuring VA data governance and security standards are followed.

Qualifications

• 3+ years of operational data analysis, preferably IT service management or contact-center data.
• ServiceNow reporting and dashboards; advanced Excel; SQL or a business intelligence tool
• Bachelor's degree in a quantitative or IT field, or equivalent experience
• Able to obtain and keep a VA background investigation and complete VA privacy and security training

Responsibilities

• Collect, clean and analyze Tier 2 ticket data from approved VA systems; monitor key performance indicators and flag anomalies
• Build and maintain dashboards; deliver the Weekly Data Analysis Report, Daily Active Ticket Report, Daily Ticket Trend Report and Service Desk Monthly Progress Report metrics
• Report daily, weekly, monthly and special-study analysis of Tier 2, 3 and 4 tickets, including links to application defects
• Recommend strategies to reduce ticket volume; support incident and problem management; follow VA data governance and security standards

Skills

Data analysis

Dashboarding

Problem solving

English communication

Education

Bachelor's degree in quantitative or IT field

Tools

ServiceNow

Excel

BI tool

SQL

Job description

Triumph Enterprises, Inc. is seeking a Data Analyst (Help Desk Analytics) to transform Tier 2 ticket data into trends, root cause insights, and workload metrics for VA C&P product line support. The role is remote nationwide and contingent upon contract award.

You will build dashboards, report on ticket activity, monitor KPIs, and recommend strategies to reduce volume while ensuring VA data governance and security standards are followed.