Job Title: Database Analyst / Programmer 2
Duration: 12+ Months with possible extension
Location: Columbus, IN - Hybrid.
Hybrid: 60% onsite (potentially more in the beginning). Standard business hours. This position is needed urgently.
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
- 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
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