Remote DoD Service Ops & Data Analyst (Tier 2)

ShadowObjects, LLC; Northern (KY); Hybrid; USD 95,000 - 135,000; Full time

Benefits offered by this job

Remote work

Job summary

ShadowObjects LLC seeks an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy procurement and eBusiness capability. The role sits at the intersection of service delivery, data analysis, and continuous improvement across procurement ecosystems.

The analyst will study user experiences, demand sources, recurring issues, and case resolutions, delivering actionable insights and dashboards to leadership while helping optimize end-to-end processes across DON systems.

Qualifications

• Bachelor’s degree in data analytics, business, information systems, operations research, public administration, management, or a related discipline.
• Minimum 5 years of relevant professional experience in data analysis, business analysis, service operations, ITSM, or program analysis.
• Experience translating operational data into actionable recommendations.
• Ability to structure imperfect or incomplete operational data for meaningful analysis.
• Experience developing performance measures, metrics, KPIs, and recurring reporting.
• Strong analytical and problem-solving skills.
• Ability to identify patterns and root causes rather than just activity counts.
• Experience spanning multiple systems, processes, or organizational boundaries.
• Excellent written and verbal communication; able to present to technical and non-technical audiences.
• Ability to work independently in a distributed team environment.

Responsibilities

• Analyze enterprise Tier 2 support demand, case volume, aging, resolution times, escalation patterns, and recurring problems.
• Maintain the operational picture of Tier 2 workload and service performance across the DON eBusiness ecosystem.
• Develop and maintain dashboards, scorecards, metrics, and recurring executive-level reporting.
• Establish data definitions and measurement standards so service performance is measured consistently across systems and supported organizations.
• Identify trends across support cases and distinguish isolated user issues from recurring enterprise problems.
• Perform root-cause and pattern analysis using ticket, system, process, transaction, and user-support data.
• Analyze issues that cross system or organizational boundaries, including handoffs between procurement, financial, data, and external systems.
• Partner with procurement SMEs to determine whether recurring problems originate in policy, process, data, training, system functionality, integration, or user behavior.
• Track cases from intake through resolution and identify bottlenecks, stalled escalations, and recurring handoff failures.
• Support workload forecasting, capacity planning, and staffing analysis using actual demand data.
• Identify opportunities to reduce support demand through process changes, knowledge articles, training, automation, data improvements, or system changes.
• Support development of service-level measures, key performance indicators, and enterprise performance measures.
• Analyze repeat contacts, reopened cases, escalations, and high-effort cases to identify improvement opportunities.
• Identify recurring issues involving eBusiness systems, interfaces, data exchanges, and end-to-end procurement workflows.
• Produce concise analytical products for government leadership, including trends, risks, emerging issues, and recommended areas for action.
• Support integration and analysis of information from multiple eBusiness and service-management data sources.
• Maintain data quality and documentation associated with Tier 2 metrics and reporting.
• Work closely with the Enterprise Tier 2 Manager, Procurement SMEs, knowledge-management personnel, system program offices, data teams, and other support organizations.

Skills

Data analysis

Business analysis

Service operations

IT service management

KPIs / metrics

Root-cause analysis

Technical writing / communication

Independent work

Education

Bachelor's degree in data analytics, business, information systems, operations research, public administration, management, or related discipline

Tools

ServiceNow

Data visualization tools

Procure-to-Pay platforms

Job description

ShadowObjects LLC seeks an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy procurement and eBusiness capability. The role sits at the intersection of service delivery, data analysis, and continuous improvement across procurement ecosystems.

The analyst will study user experiences, demand sources, recurring issues, and case resolutions, delivering actionable insights and dashboards to leadership while helping optimize end-to-end processes across DON systems.