Senior Data Analyst - Subject Matter Expert (SME)

The role

The Senior Data Analyst - Subject Matter Expert (SME) will support enterprise-level data analytics, reporting, and customer experience initiatives within an IT Service Management (ITSM) environment. This role involves using advanced analytical techniques, data visualization, and statistical modeling to provide actionable insights for operational performance and service delivery.

What you will do

• Analyze large and complex datasets to identify trends, patterns, anomalies, and opportunities for operational improvement.
• Develop and maintain dashboards, scorecards, and executive-level reporting using Tableau, Power BI, or QlikView.
• Support IT Service Management (ITSM) initiatives through analysis of incident, problem, change, request, and service performance metrics.
• Conduct customer experience analytics and customer journey mapping to improve service quality and user satisfaction.
• Perform trend analysis, forecasting, root cause analysis, and predictive analytics to support strategic decision-making.
• Design and execute statistical analyses and machine learning models to support operational and business objectives.
• Develop SQL queries and work with structured and unstructured data from multiple sources and databases.
• Support data warehousing, ETL processes, and data integration efforts across enterprise systems.
• Collaborate with cross-functional stakeholders, technical teams, and leadership to translate business requirements into analytical solutions.
• Present findings, recommendations, and insights to senior leadership and stakeholders.

Required qualifications

• Bachelor’s degree in Data Science, Computer Science, Information Systems, Statistics, or a related field.
• Certified Analytics Professional (CAP), Microsoft Certified: Data Analyst Associate, or ITIL Foundation Certification
• DoD Secret or Top Secret
• 8+ years of experience in data analysis, preferably supporting IT Service Management (ITSM) environments or related domains.
• Proven experience working with ITSM platforms such as ServiceNow, BMC Remedy, or Cherwell.
• Experience in customer experience analytics and customer journey mapping.
• Demonstrated expertise with data visualization and business intelligence tools including Tableau, Power BI, or QlikView.
• Strong experience with SQL and database management concepts.
• Proficiency with analytical and statistical tools such as Python, R, or SAS.
• Strong statistical analysis skills and familiarity with machine learning algorithms and predictive analytics techniques.
• Advanced Microsoft Excel skills for data analysis, modeling, and reporting.
• Familiarity with ITIL framework and ITSM best practices.

Nice to have

• Certifications in Customer Experience Management and/or Data Science
• Experience supporting Federal Government or Department of Defense (DoD) environments

Benefits

• 26 Days Paid Leave: Includes vacation, sick, personal time, and holidays.
• Performance Bonuses
• 401(k) with Match: 3% match with immediate vesting.
• Company-paid life insurance up to $300K
• Multiple medical plans, dental, vision, FSA and HSA options
• 15 days of fully paid parental leave
• Military Differential Pay
• Paid training and certifications
• Tuition reimbursement
• CEO commitment to return 80% of net proceeds to employees in the event of a company sale

About the company

AGE Solutions is a technology and professional services company providing consulting, advanced technology solutions, and essential services to the U.S. government, defense, and intelligence sectors.