Snow Data Analyst: UX-Driven IT Analytics (Onsite)

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

Job summary

General Dynamics Information Technology, Inc. is seeking a SNOW Data Analyst in Annapolis Junction, MD to transform support data into actionable UX improvements. You will analyze tickets and user feedback with ServiceNow to uncover insights driving proactive UX changes.

The role requires 8+ years of related experience, TS/SCI w/ Poly, and US citizenship, with strong communication and independent work in a fast-paced environment.

Qualifications

• 8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
• Security clearance TS/SCI w/Poly and US citizenship are required.
• Strong communication and interpersonal skills with ability to work independently in a fast-paced environment.

Responsibilities

• 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.
• Conduct direct customer outreach to gather deeper insights into users’ problems and translate into UX-focused recommendations.
• Review and analyze survey feedback to detect trends and sentiment shifts, collaborating with cross-functional teams.
• Document findings in reports with dashboards.
• Stay updated on IT support 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

General Dynamics Information Technology, Inc. is seeking a SNOW Data Analyst in Annapolis Junction, MD to transform support data into actionable UX improvements. You will analyze tickets and user feedback with ServiceNow to uncover insights driving proactive UX changes.

The role requires 8+ years of related experience, TS/SCI w/ Poly, and US citizenship, with strong communication and independent work in a fast-paced environment.