Description
The Mid-Level Data Analyst supports the performance monitoring, reporting, and continuous improvement of an IT Call Center program. The role collects and validates operational data, develops dashboards and reports, monitors service-level and workforce metrics, performs root-cause and trend analysis, supports customer-facing briefings, maintains data governance and reporting infrastructure, and mentors junior analysts. The position requires a bachelor’s degree, at least three years of analytical experience, proficiency with Excel, Power BI or Tableau, SQL, ITSM platforms, and ITIL concepts, along with the ability to obtain and maintain a customer security clearance.
