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H

Database Analyst / Programmer 2

HireTalent
  • 🇺🇸 United States
  • On-site
  • Manager or above
  • 11 hours ago
  • Power BI
  • Jira
  • IAM
  • CRM
  • Excel
  • SQL
  • Data Visualization
11 hours ago
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Job Title: The Data Analysis Administrator
Job Duration: 12 Months on W2
Job Location: Columbus, IN (Hybrid)

Position Summary:
  • 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
Trend Analysis & Insights
  • 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.
Executive Reporting
  • 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.
Continuous Improvement
  • 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.
  • Deliverables
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:
  • The ideal candidate will have 3 - 5 years of experience.
  • 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
  • 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

Database Analyst / Programmer 2 · HireTalent

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