Data Analyst, IT Service Center

The IT Service Center Operations Data Analyst role focuses on turning Service Center operational data into insights that improve performance, efficiency, and customer experience. The position is based onsite in Ohio and leverages SQL, Hive, Tableau, and Alteryx to deliver scalable reporting, deep-dive analysis, and decision support.

• Use advanced analytical methods to resolve complex operational problems.
• Convert unclear questions into structured analytical approaches.
• Detect trends, relationships, and root causes using large datasets.
• Apply expert-level skills in SQL, Tableau, Hive, and Alteryx to support reporting and analytics.
• Build efficient, scalable data models and workflows.
• Troubleshoot data quality issues and implement sustainable improvements.
• Apply knowledge of call center operations, drivers, and performance levers.
• Connect analytics to business outcomes, operational strategies, and customer experience.
• Identify emerging risks and opportunities based on data signals.
• Communicate complex insights clearly to non-technical audiences.
• Create visualizations and narratives that influence decisions.
• Adjust communication style for executives, managers, and frontline leaders.
• Partner with Operations, WFM, Technology, and project teams to define requirements and deliver insights.
• Maintain strong relationships through collaboration and proactive information sharing.
• Develop creative, data-driven solutions to address operational pain points.
• Test new approaches and tools to improve efficiency and accuracy.
• Evaluate existing processes and identify optimization opportunities.
• Manage multiple priorities independently with strong attention to detail.
• Deliver high-quality work with minimal supervision and meet deadlines.
• Support junior analysts by developing technical and analytical skills, providing guidance, feedback, and best practices.
• Contribute to a culture of learning and continuous improvement.
• Apply comprehensive knowledge across varied concepts, principles, and technical capabilities for different projects.
• May contribute to the development of policies, reporting standards, and processes.
• Lead complex, large-scope analytical initiatives with minimal guidance.
• Develop innovative solutions aligned with business goals and work with autonomy on strategic projects.

• Bachelor's degree in a related field (or equivalent work experience).
• 4+ years of experience (4-8 years preferred).

• Expertise in SQL
  , including complex queries, joins, CTEs, and window functions.
• Experience with Hive and Hadoop-based environments.
• Expertise in Tableau dashboards, data modeling, and user experience design.
• Expertise in Alteryx workflows, data blending, and automation.
• Strong knowledge of call center operations, metrics, forecasting, and telephony platforms such as Genesys and Verint
  .
• Excellent communication skills translating technical findings into actionable business insights.
• Ability to conduct in-depth analysis on call center metrics including AHT, service levels, occupancy, shrinkage, adherence, call routing, and customer behavior
  .
• Ability to build and optimize data workflows and pipelines to improve accessibility and quality.
• Capability to perform storytelling, visualization, and business-friendly communication.

• SQL
• Hive
• Tableau
• Alteryx
• Hadoop
• CTEs
• Window functions
• Genesys
• Verint

• Anticipated salary range: $80,900.00 - $ per year
• Bonus eligible: No

Ohio (onsite)

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlex Pay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window (anticipated closing date): 10/27/2026