SNOW Data Analyst - TS/SCI w/Poly

General Dynamics - IT; Corridor North (MD); On-site; USD 110,000 - 140,000; Full time

Job summary

General Dynamics - IT in Annapolis Junction, MD is seeking a Snow Data Analyst to leverage ServiceNow to examine support tickets and user feedback, driving UX improvements through data insights. The role requires 8+ years in IT support or data analysis, a BA/BS, TS/SCI with Poly, US citizenship, and strong reporting, data modeling, and stakeholder collaboration.

On-site position with opportunities to influence metrics and dashboards, stay current with IT service management practices and emerging

Qualifications

• 8+ years of IT support or data analysis experience; hands-on ServiceNow for query building and reporting.
• TS/SCI w/Poly security clearance required.
• US citizenship required.
• Bachelor of Arts or Science degree required.

Responsibilities

• Build and execute customer queries in ServiceNow and analyze ticket trends.
• Model data within SNOW to enable higher quality metrics and predictive UX indicators.
• Conduct direct customer outreach to gather deeper insights into users’ problems and translate into UX recommendations.
• Review survey feedback to detect trends, sentiment shifts, and areas of improvement; collaborate to implement UX enhancements.
• Document findings in reports with dashboards.
• Stay updated on IT support analytics best practices and emerging technologies like LLMs to refine analysis.

Skills

ServiceNow

Data analysis

Query building

Data modeling

Education

Bachelor's degree

Job description

SNOW DATA ANALYST

We are seeking a detail-oriented IT support analyst to join our Digital Experience Team (DET) within the GREENWAY program. In this role, you will use data analysis tools like ServiceNow to examine support tickets and user feedback, with a primary focus on uncovering insights that enhance user experience. Your work will drive proactive UX improvements by analyzing trends, root causes, and user pain points, while optimizing data structures for more robust metrics for deeper insights. This position is ideal for a problem solver passionate about data-driven UX improvements, bridging IT operations with user needs.

MEANINGFUL WORK AND PERSONAL IMPACT

• Build and execute customer queries in ServiceNow and analyze ticket trends.
• Develop and propose ways to model data more effectively within SNOW to enable pulling higher quality metrics, such as predicative UX indicators.
• Conduct direct customer outreach to gather deeper insights into users’ problems, root causes, and overall experiences, translating qualitative feedback into UX-focused recommendations.
• Review and analyze survey feedback from users to detect emerging trends, sentiment shifts, and areas of improvement, collaborating with cross functional teams to implement targeted UX enhancements.
• Document findings in reports with dashboards.
• Stay updated on best practices in IT support analytics and emerging technologies like LLMs to continuously refine analysis.

WHAT YOU’LL NEED TO SUCCEED

• Education: Bachelor of Arts/Bachelor of Science
• Experience: 8+ years of related experience in IT support or data analysis with hands‑on proficiency in ServiceNow for query building, reporting, and data modeling.
• Technical skills: Strong analytical skills, including the ability to interpret data patterns, perform root cause analysis, and improve data structures for better metrics.
• Security clearance level: TS/SCI w/Poly
• US citizenship required
• Role requirements: Excellent communication and interpersonal skills with experience conducting customer outreach; familiarity with IT service management frameworks; ability to work independently in a fast‑paced environment with a proactive mindset towards problem solving, data innovation, and UX optimization.
• Location: On Site Annapolis Junction, MD
• Certification: IAT Level II

GDIT IS YOUR PLACE

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.