PT
Data Analysis Administrator – Digital Customer Support Operations
Primary Talent Partners
- 🇺🇸 United States
- On-site
- Manager or above
- 8 hours ago
- $32 – $37 / hour
- ACA
- Power BI
- Jira
- IAM
- CRM
- Excel
- SQL
- Data Visualization
8 hours ago
Pay:$32.00 - $37.00/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.
Schedule: Standard business hours.
Description:
The Data Analysis Administrator is responsible for designing, developing, maintaining, and continuously improving operational metrics, dashboards, and reporting solutions that support Digital Customer Support operations. This role transforms support data into actionable insights that enable leadership to monitor performance, identify trends, improve customer experience, optimize resource utilization, and drive continuous improvement initiatives.
Current state, data and metrics are coming from multiple tools - Salesforce, Data Lakes, Power BI, JIRA, SNOW and IAM Power BI. A new dashboard and new reports will be needed to pull information from all of these places into one tool, so experience with all will be helpful.
Primary Responsibilities
Data Collection & Management
- Gather data from support systems, ticketing platforms, CRM applications, knowledge management systems, and related business tools.
- Validate data accuracy, completeness, and consistency across reporting sources.
- Maintain reporting datasets and documentation.
- Develop automated data collection and refresh processes.
- Dashboard & Report Development
- Design and maintain Power BI dashboards and operational scorecards.
- Create executive, management, and team-level reports.
- Develop self-service reporting capabilities for support leaders.
- Standardize metrics and reporting definitions.
- Support Operations Reporting
- Develop and maintain reporting for:
- Case Management Metrics
- Total ticket volume
- New vs. closed tickets
- Open case backlog
- Ticket aging
- Case ownership changes
- Escalation volume and trends
- Service Performance Metrics
- Time to assign
- First response time
- Average resolution time
- SLA attainment
- Follow-up and handoff activity
- Reopen rates
- Workload & Productivity Metrics
- Cases per analyst
- Workload balancing
- Resolution rates
- Queue performance
- Resource utilization
- Customer Experience Metrics
- Customer satisfaction trends
- Top customer issues
- Recurring problem categories
- First-contact resolution rates
- Defect and enhancement request trends
- Knowledge Management Metrics
- Knowledge articles created
- Knowledge articles published
- Knowledge article utilization
- Knowledge gaps and opportunities
- Identify recurring issues and emerging trends.
- Conduct root cause analysis of support incidents.
- Analyze performance bottlenecks and improvement opportunities.
- Recommend corrective and preventive actions based on data findings.
- Develop forecasting models for workload and resource planning.
- Produce weekly, monthly, and quarterly operational reviews.
- Present key findings and recommendations to leadership.
- Create executive summaries highlighting risks, trends, and opportunities.
- Support strategic planning and business reviews with data-driven insights.
- Identify reporting automation opportunities.
- Improve data quality and reporting efficiency.
- Partner with support leadership to define KPIs and success measures.
- Support operational excellence initiatives through analytics.
- Executive dashboard
- Manager performance dashboard
- Team operational dashboard
- Weekly operational scorecard
- Monthly KPI report
- Quarterly trend analysis report
- Escalation and aging report
- Knowledge management metrics report
- Data dictionary and reporting documentation
Required Skills:
- Advanced Power BI development
- Microsoft Excel (Advanced)
- SQL and data analysis techniques
- Reporting automation
- Data visualization best practices
- Statistical analysis and trend identification
- Root cause analysis
- Stakeholder communication and presentation skills
- Knowledge of support operations, ticketing systems, and service management processes
- The ideal candidate will have 3 - 5 years of experience.
Success Measures:
- 95%+ report accuracy
- Automated reporting refresh schedules established
- Reduction in manual reporting effort
- Increased visibility into support performance
- Timely delivery of weekly/monthly reporting
- Actionable recommendations resulting in measurable process improvements
- Leadership adoption of dashboards for operational decision-making
Hybrid:60% onsite (potentially more in the beginning). This position is needed urgently.
Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at info@primarytalentpartners.com
#LI-PTP
Data Analysis Administrator – Digital Customer Support Operations · Primary Talent Partners