Digital Transformation Analyst

The ideal candidate will have strong analytical and reporting skills, advanced proficiency in Excel and data tools, and the ability to transform complex operational data into actionable metrics and improvement strategies. This position collaborates with service management, technical delivery, and infrastructure teams to execute digital transformation initiatives that improve service performance and end-user experience.

Key Responsibilities

• Lead and support operational process improvement efforts across digital service delivery functions (inventory, ticketing, and device management)

• Develop and maintain performance dashboards and reporting metrics to measure technology delivery and transformation outcomes

• Analyze operational data from ServiceNow, SCCM, and other enterprise platforms to identify trends, risks, and optimization opportunities

• Partner with management to create data-driven presentations and storyboards for executive and stakeholder reporting

• Manage escalations related to device delivery and technical support, ensuring SLA adherence and issue resolution

• Collaborate with IT and operations teams to document, refine, and audit service management processes

• Support implementation of automation and workflow improvements to streamline digital operations

• Participate in Agile ceremonies and continuous improvement discussions to enhance service efficiency

Required Qualifications

• Bachelor's degree in Information Systems, Business, or related field — or equivalent experience

• 5+ years of experience in IT operations, service delivery, or business/data analysis

• Advanced Excel expertise (Pivot Tables, VLOOKUP, INDEX/MATCH, macros, and data visualization)

• Experience extracting and reporting metrics from ServiceNow and SCCM

• Excellent analytical, organizational, and problem-solving abilities

• Strong written and verbal communication skills for technical and business audiences

• Proven experience managing multiple projects in a fast-paced environment

• Knowledge of IT service management (ITSM) frameworks and digital process optimization

Preferred Qualifications

• Familiarity with Power BI, Tableau, or other BI/reporting tools

• Experience with PowerShell scripting or similar automation technologies

• Understanding of project management methodologies (Agile, Scrum, or Waterfall)

• Experience with enterprise desktop, network, and remote access technologies

Compensation
Competitive compensation and comprehensive benefits

Location
Philadelphia, PA