IT Service Analytics & Reporting Analyst

Own the strategy, development, and delivery of Help Desk analytics, reporting, performance measurement, and operational intelligence capabilities. Transform complex operational and service management data into actionable insights that enable informed decision-making, improve service performance, and support continuous improvement initiatives across Technology Support Services. Develop executive-level reporting, dashboards, scorecards, and trend analysis that provide leadership with accurate and timely visibility into service quality, customer experience, workforce effectiveness, vendor performance, and organizational health. Serve as a trusted advisor to leadership by identifying emerging trends, forecasting operational demand, and recommending data-driven actions that support strategic objectives. Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office location is Salisbury, NC. Duties & Responsibilities: - Develop, maintain, and continuously enhance operational dashboards, KPI scorecards, monitoring solutions, and real-time service visibility tools to provide leadership with accurate insight into service health, operational performance, vendor effectiveness, workload trends, and business impact. - Produce executive reporting, service health summaries, presentations, and operational reviews by translating complex technical and performance data into actionable business insights that support strategic decision-making and organizational planning. - Analyze ticket volume, aging, resolution performance, escalations, service demand, and operational metrics to identify emerging risks, service gaps, and opportunities to improve support effectiveness and customer experience. - Perform root cause analysis on recurring incidents, chronic operational challenges, and service performance issues while tracking corrective actions through completion to reduce repeat disruptions and improve service stability. - Establish, monitor, and continuously refine service performance measurements, reporting standards, and KPI frameworks for internal support teams and external service providers to improve accountability, governance, and adherence to service commitments. - Identify and lead initiatives that improve service efficiency, operational effectiveness, workflow performance, and customer satisfaction through data-driven recommendations and continuous improvement practices. - Support forecasting, workforce planning, resource allocation, budget development, and capacity management activities through analysis of historical demand, staffing utilization, service performance, and workload trends. - Partner with Technology leaders, service owners, support teams, vendors, and business stakeholders to align performance objectives, communicate operational insights, and drive improvements that support organizational priorities and evolving business needs. Qualifications: - Equivalent trainings/certifications/experience equivalency will be considered - 5 or more years of equivalent experience in relevant job or field of technology - Excellent written and verbal communication skills; ability to communicate across the organization - Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure - Strong knowledge of ServiceNow reporting and ticket monitoring - Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required - Highly collaborative with proven experience partnering & influencing Preferred Qualifications: - Bachelors degree, Advanced training and or certifications in relevant field/s of study preferred - Experience with ServiceNow reporting and ticket monitoring - Experience in retail or grocery preferred Salary Range: $92,640-$138,960 Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. #LI-Hybrid #LI-NG1