Jr. Data Analyst

We’re seeking a high-impact Data Analyst who thrives at the intersection of data, Agile delivery, and continuous improvement. In this role, you will analyze Service Now data to uncover insights, enable data-driven decision-making, and improve end-to-end delivery performance—while also serving as a Scrum Master for one or more Agile teams.

Responsibilities:

Data Analysis & Insights (Service Now)

• Analyze Service Now data (Incidents, Requests, Changes, Problems, Knowledge, CMDB, ITSM, and Agile modules) to identify trends, bottlenecks, risks, and systemic inefficiencies
• Design, build, and maintain dashboards, reports, and KPIs focused on delivery health, throughput, cycle time, backlog aging, SLA performance, rework, and quality
• Partner with product, ITSM, and engineering stakeholders to translate analytics into actionable insights and improvement recommendations
• Conduct root cause analysis to identify drivers of delayed delivery, recurring incidents, and process breakdowns
• Define and evolve metrics that measure value delivery, flow efficiency, team performance, and process effectiveness
• Grow into a Scrum Master role facilitating ceremonies including sprint planning, stand‑ups, reviews, and retrospectives
• Will learn to coach teams on Agile, Scrum, Kanban, and flow‑based delivery practices, fostering a culture of continuous improvement
• Proactively identify, raise, and remove impediments impacting delivery and service performance
• Promote data‑driven decision‑making using Service Now analytics and delivery metrics
• Collaborate closely with Product Owners to improve backlog health, prioritization, predictability, and outcomes

Continuous Improvement & Delivery Optimization

• Identify inefficiencies across end‑to‑end delivery workflows, including intake, prioritization, handoffs, approvals, and execution
• Partner with leaders across IT, product, and engineering to design and implement process improvements
• Support enterprise initiatives related to Lean, Agile maturity, operational excellence, and service reliability
• Track, validate, and communicate measurable benefits (e.g., reduced cycle time, improved SLA compliance, increased throughput)

What You Bring (Required Qualifications)

• Bachelor’s degree in Data Analytics, Information Systems, Computer Science, Business, or equivalent practical experience
• Strong hands‑on experience analyzing Service Now data (ITSM, ITOM, and/or Agile modules)
• Proven experience as a Scrum Master or Agile team facilitator
• Solid understanding of Agile and Lean delivery frameworks (Scrum, Kanban, flow metrics)
• Experience building dashboards and reports using Service Now Performance Analytics and/or external BI tools
• Strong analytical, problem‑solving, and critical‑thinking skills
• Excellent communication, facilitation, and stakeholder engagement abilities

Nice to Have / Preferred

• Scrum Master certification (CSM, PSM, SAFe SM, or similar)
• Advanced experience with Service Now Performance Analytics, Flow Designer, or custom reporting
• Familiarity with delivery metrics such as cycle time, lead time, WIP, throughput, SLA attainment, defect escape rates
• Experience working in large‑scale or complex enterprise IT environments
• Background in Lean, process improvement, or Six Sigma