Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:
Top Secret SCI + Polygraph

Public Trust/Other Required:
None

Job Family:
Data Science and Data Engineering

Job Qualifications:

Skills:
Data Analytics, Innovation, User Experience (UX)
Certifications:
None
Experience:
8 + years of related experience
US Citizenship Required:
Yes

Job Description:

SNOW DATA ANALYST

We are seeking a detail-oriented IT support analyst to join our Digital Experience Team (DET) within the GREENWAY program. In this role, you will use data analysis tools like ServiceNow to examine support tickets and user feedback, with a primary focus on uncovering insights that enhance user experience. Your work will drive proactive UX improvements by analyzing trends, root causes, and user pain points, while optimizing data structures for more robust metrics for deeper insights. This position is ideal for a problem solver passionate about data-driven UX improvements, bridging IT operations with user needs.

MEANINGFUL WORK AND PERSONAL IMPACT
• Build and execute customer queries in ServiceNow and analyze ticket trends.
• Develop and propose ways to model data more effectively within SNOW to enable pulling higher quality metrics, such as predicative UX indicators.
• Conduct direct customer outreach to gather deeper insights into users' problems, root causes, and overall experiences, translating qualitative feedback into UX-focused recommendations.
• Review and analyze survey feedback from users to detect emerging trends, sentiment shifts, and areas of improvement, collaborating with cross functional teams to implement targeted UX enhancements.
• Document findings in reports with dashboards.
• Stay updated on best practices in IT support analytics and emerging technologies like LLMs to continuously refine analysis.

WHAT YOU'LL NEED TO SUCCEED
Bring your expertise and drive for innovation to GDIT. The SNOW Data Analyst must have:
• Education: Bachelor of Arts/Bachelor of Science
• Experience: 8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
• Technical skills: Strong analytical skills, including the ability to interpret data patterns, perform root cause analysis, and improve data structures for better metrics.
• Security clearance level: TS/SCI w/Poly
• US citizenship required
• Role requirements: Excellent communication and interpersonal skills with experience conducting customer outreach; familiarity with IT service management frameworks; ability to work independently in a fast-paced environment with a proactive mindset towards problem solving, data innovation, and UX optimization.
• Location: On Site Annapolis Junction, MD
• Certification: IAT Level II

#GlobalServices

The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
Less than 10%

Telecommuting Options:
Onsite

Work Location:
USA MD Annapolis Junction

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.