Remote Enterprise Tier 2 Service Ops & Data Analyst

ShadowObjects, LLC; Washington (District of Columbia); Remote; USD 95,000 - 135,000; Full time

Job summary

ShadowObjects LLC is seeking an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy enterprise procurement and eBusiness capability. The role sits at the intersection of service delivery, data analysis, and continuous improvement across the DON procurement and eBusiness ecosystem, using data to identify patterns and actionable insights.

The analyst will develop dashboards and metrics, define data definitions, and collaborate with procurement SMEs to determine

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, IT service management, program analysis, or a similar field.
• Demonstrated experience analyzing operational data and translating findings 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 simply report activity counts.
• Ability to analyze issues that span multiple systems, processes, or organizational boundaries.
• Strong written and verbal communication skills.
• Ability to present analytical findings clearly to both technical and non-technical audiences.
• Ability to work independently in a distributed team environment.

Responsibilities

• Analyze enterprise Tier 2 support demand, case volume, issue categories, 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.

Job description

ShadowObjects LLC is seeking an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy enterprise procurement and eBusiness capability. The role sits at the intersection of service delivery, data analysis, and continuous improvement across the DON procurement and eBusiness ecosystem, using data to identify patterns and actionable insights.

The analyst will develop dashboards and metrics, define data definitions, and collaborate with procurement SMEs to determine