SNOW Data Analyst - TS/SCI w/Poly

General Dynamics Information Technology; Maryland; On-site; USD 136,000 - 184,000; Full time

Job summary

General Dynamics Information Technology is seeking a highly skilled Data Analytics professional to support the Digital Experience Team (DET) within the GREENWAY program at Annapolis Junction, MD. The role focuses on analyzing ServiceNow tickets and user feedback to uncover insights that drive UX improvements.

Ideal candidates have 8+ years of IT support or data analysis experience, strong data modeling skills, and a TS/SCI with Poly clearance.

Qualifications

• Bachelor of Arts or Science degree required.
• 8+ years of IT support or data analysis experience with hands-on proficiency in ServiceNow.
• TS/SCI with poly and US citizenship 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 and collaborate on UX improvements.
• Document findings in reports with dashboards.
• Stay updated on IT analytics best practices and emerging technologies like LLMs to refine analysis.

Skills

Data Analytics

Innovation

User Experience

Education

Bachelor of Arts/Bachelor of Science

Tools

ServiceNow

Job description

Job Qualifications:

Data Analytics, Innovation, User Experience (UX)

Job Description:

Regular

Clearance Level Must Currently Possess: Top Secret SCI + Polygraph

Clearance Level Must Be Able To Obtain: Top Secret SCI + Polygraph

Public Trust/Other Required: None

Job Family: Data Science and Data Engineering

Skills: Data Analytics, Innovation, User Experience (UX)

Certifications: CompTIA Security+ CE | CompTIA - CompTIA

Experience: 8 + years of related experience

US Citizenship Required: Yes

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.

#GlobalServices

The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours

40

Travel Required

Less than 10%

Telecommuting Options

Onsite

Work Location

USA MD Annapolis Junction

Additional Work Locations

Total Rewards At GDIT

Our benefits package for all US‑based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post‑tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long‑term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission‑ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans