TS/SCI Data Analyst — ServiceNow UX Insights

General Dynamics Information Technology

Maryland

On-site

USD 136,000 - 184,000

Full time

14 days+

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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.