The Opportunity

MCLOUD TECHNOLOGY

is seeking a Data Analyst to support the enterprise IT service desk of a federal government client. This role focuses on measuring and improving quality: validating services, processes, metrics, and customer satisfaction, and turning data into reports and recommendations that drive improvement. Strong T-SQL and SQL Server Reporting Services (SSRS) skills are required. Experience with IT service management (ITSM) platforms and ITIL practices is strongly preferred. What You'll Do Validate service desk services, processes, metrics, and customer satisfaction against business requirements. Write T-SQL queries and stored procedures against SQL Server and data warehouse databases. Design, build, test, and deploy SSRS reports on current and historical service desk data. Interpret report results and identify problematic trends and patterns across the environment. Diagnose issues from customer-reported incidents and develop plans to resolve them. Produce lists of service deficiencies with recommended changes to established processes. Develop standards, methods, and procedures that improve service quality, readiness, and availability. Perform technical evaluations and validate the quality and consistency of customer data. Communicate evaluation plans, findings, and results to analysts, engineers, and stakeholders. Support the rollout of systems documentation and collaborate with support teams on quality improvements. Required Experience 2-4 years of experience in a technical support position. Ability to write simple, intermediate, and complex T-SQL queries against Microsoft SQL Server and data warehouse databases. 1-2 years of experience with relational database queries, transactions, and stored procedures in SQL Server 2019. Experience designing, creating, testing, and implementing simple and complex reports in SSRS. Thorough knowledge of relational database theory and practice. Experience with data analysis methods, including statistical analysis and sampling techniques. Strong quantitative, problem-solving, and communication skills, with the ability to manage multiple deadlines with minimal supervision. Strongly Preferred ITIL 4 certification. Service desk experience in a reporting or analyst role. Experience with enterprise ITSM platforms and self-service portals. Experience with quality assurance, inspection, test, and measurement techniques. Experience translating specifications, regulations, and policy guidance into quality assurance plans. Experience conducting problem and trend analysis and developing documented recommendations. Clearance & Eligibility U.S. citizenship and the ability to meet federal residency requirements. Favorably adjudicated Background Investigation (BI) and eligibility for a Secret clearance. Ability to obtain up to a Top Secret clearance (candidates may start with an interim clearance).

Pay:

$75,000.00 - $85,000.00 per year

Benefits:

Dental insurance Health insurance Vision insurance People with a criminal record are encouraged to apply

Work Location:

In person