Senior Data Analyst & ITSM SME

Age Solutions; Fort Meade (MD); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

26 Days Paid Leave

Performance Bonuses

401(k) with Match

Life Insurance

Health Benefits

Parental Leave

Military Differential Pay

Professional Growth

Shared Success

Job summary

AGE Solutions is seeking a highly skilled Senior Data Analyst – Subject Matter Expert (SME) to support enterprise-level data analytics, reporting, and customer experience initiatives within a complex ITSM environment. The role demands advanced analytics, data visualization, and collaboration with cross-functional teams to drive data-informed decisions.

The candidate will develop dashboards and executive-level reports using Tableau/Power BI/QlikView, perform predictive analytics, and ensure data

Qualifications

• Bachelor's degree in Data Science, Computer Science, Information Systems, Statistics, or a related field.
• CAP, Microsoft Certified: Data Analyst Associate, or ITIL Foundation Certification preferred.

Responsibilities

• Analyze large and complex datasets to identify trends, patterns, anomalies, and opportunities for operational improvement.
• Develop and maintain dashboards, scorecards, and executive-level reporting using data visualization tools.
• Support IT Service Management (ITSM) initiatives through analysis of incident, problem, change, request, and service performance metrics.
• Conduct customer experience analytics and customer journey mapping to improve service quality and user satisfaction.
• Perform trend analysis, forecasting, root cause analysis, and predictive analytics to support strategic decision-making.
• Design and execute statistical analyses and machine learning models to support operational and business objectives.
• Develop SQL queries and work with structured and unstructured data from multiple sources and databases.
• Support data warehousing, ETL processes, and data integration efforts across enterprise systems.

Skills

Tableau

Power BI

QlikView

SQL

Python

R

SAS

Excel

ITIL

Data warehousing

ETL

Data governance

Education

Bachelor's degree in Data Science or related field

Tools

Tableau

Power BI

QlikView

Job description

AGE Solutions is seeking a highly skilled Senior Data Analyst – Subject Matter Expert (SME) to support enterprise-level data analytics, reporting, and customer experience initiatives within a complex ITSM environment. The role demands advanced analytics, data visualization, and collaboration with cross-functional teams to drive data-informed decisions.

The candidate will develop dashboards and executive-level reports using Tableau/Power BI/QlikView, perform predictive analytics, and ensure data