Data Analyst, IT Service Center

IT Service Center Operations Data Analyst delivers high value insights that improve performance, efficiency, and customer experience of our Service Center operations and projects. This role integrates subject matter expertise in call center metrics and project reporting with strong analytical skills in SQL, Hive, Tableau, and Alteryx to produce scalable reporting, conduct deep dive analytics, and support operational strategies.

** Responsibilities:*
* ** Analytical & Critical Thinking*
* + Applies advanced analytical methods to solve complex operational problems.

+ Translates ambiguous questions into structured analytical approaches.

+ Identifies trends, relationships, and root causes within large datasets.

** Technical Proficiency*
* + Demonstrates expert-level ability in SQL, Tableau, Hive, and Alteryx.

+ Builds efficient, scalable data models and workflows.

+ Troubleshoots data quality issues and implements sustainable fixes.

** Business Acumen*
* + Understands call center operations, drivers, and performance levers.

+ Connects analytics to business outcomes, operational strategies, and customer experience.

+ Anticipates emerging risks and opportunities based on data.

** Communication & Storytelling*
* + Communicates complex insights clearly to non-technical audiences.

+ Crafts compelling visualizations and narratives that influence decisions.

+ Adapts communication style for executives, managers, and frontline leaders.

** Collaboration & Partnership*
* + Builds strong relationships with Operations, WFM, Technology, and project teams.

+ Works collaboratively to define requirements, deliver insights, and support initiatives.

+ Encourages open dialogue and proactively shares information.

** Problem Solving & Innovation*
* + Develops creative, data-driven solutions that address operational pain points.

+ Tests new approaches and tools to improve efficiency and accuracy.

+ Challenges current processes and identifies opportunities for optimization.

** Accountability & Ownership*
* + Manages multiple priorities independently with strong attention to detail.

+ Delivers high-quality work with minimal supervision.

+ Follows through on commitments and ensures deadlines are met.

** Coaching & Mentorship*
* + May supports junior analysts in developing technical and analytical skills.

+ Provides guidance, feedback, and best practices across the team.

+ Contributes to a culture of learning and continuous improvement.

** Qualifications*
* + Bachelor's degree in related field, or equivalent work experience, preferred

+ 4-8 years of experience, preferred

+ Preferred expertise in:

+  
** SQL**  (complex queries, joins, CTEs, window functions)

+  
** Hive
* * and Hadoop‑based environments

+  
** Tableau
* * dashboards, data modeling, and user experience design

+  
** Alteryx
* * workflows, data blending, and automation

+ Strong knowledge of call center operations, metrics, forecasting, and telephony platforms (e.g. Genesys, Verint), preferred

+ Excellent communication skills to translate technical findings into actionable business insights, preferred

+ Ability to perform in‑depth analysis on call center metrics (AHT, service levels, occupancy, shrinkage, adherence, call routing, customer behavior) to identify trends and opportunities, preferred

+ Ability to build and optimize data workflows and pipelines to improve data accessibility and quality.

+ Capability to do storytelling, visualization, and business-friendly communication.

** What is expected of you and others at this level*
* + Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

+ May act as a mentor to less experienced colleagues

+ Apply strong technical and analytical expertise to a wide range of 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.

+ Work with autonomy; receive high‑level direction on new or strategic projects.

Anticipated salary range: $80,900.00 - $

Bonus eligible:
No

Benefits:
Cardinal Health offers a wide variety of…