Support Operations Data Analyst, Employee Experience & Productivity

What you'll do

• Extract, clean, transform, and validate data from ticketing platforms, contact center tools, and AI interaction logs.
• Write SQL to model data from large datasets and develop reproducible analytical workflows in GitHub.
• Build and maintain interactive dashboards and reports in Tableau to monitor support ecosystem performance.
• Conduct deep-dive analyses to identify trends and anomalies, packaging findings into clear, audience-ready deliverables.
• Use AI tools to accelerate insight generation, summarize patterns, and classify data while ensuring accuracy.
• Partner with support leaders to translate business questions into data problems and provide evidence-based recommendations.
• Monitor data quality across all support sources and proactively work with data engineering to resolve issues.

What we're looking for

• 3+ years of experience working with IT support data, including ticketing systems and contact center platforms.
• 3+ years of hands-on experience writing SQL to extract, transform, and analyze data from large, multi-source datasets.
• 3+ years of experience building dashboards and visualizations in Tableau, Looker, or equivalent.
• 1+ years of experience in Python or R for data manipulation and analysis.
• 3+ years of experience delivering analytical work in a fast-paced environment with multiple concurrent stakeholders.
• Bachelor's degree and 3+ years of relevant experience in data analytics, business intelligence, data science, or a related quantitative field.
• Master's degree in a quantitative or business discipline with 2+ years of relevant experience.
• Master's degree or PhD in a quantitative or business field (preferred).