Senior Data Analyst - Subject Matter Expert; SME

Senior Data Analyst - Subject Matter Expert (SME)

Fort Meade, MD

AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client‑focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future.

AGE Solutions is seeking a highly skilled Senior Data Analyst – Subject Matter Expert (SME) to support enterprise‑level data analytics, reporting, and customer experience initiatives within a complex IT Service Management (ITSM) environment. The ideal candidate will leverage advanced analytical techniques, data visualization, statistical modeling, and customer experience analytics to provide actionable insights that improve operational performance, service delivery, and customer satisfaction.

• Analyze large and complex datasets to identify trends, patterns, anomalies, and opportunities for operational improvement.
• Develop and maintain dashboards, scorecards, and executive‑level reporting using Tableau, Power BI, or Qlik View.
• Support ITSM initiatives through analysis of incident, problem, change, request, and service performance metrics.
• Conduct customer experience analytics and journey mapping to improve service quality and user satisfaction.
• Perform trend analysis, forecasting, root cause analysis, and predictive analytics to support strategic decision‑making.
• Design and execute statistical analyses and machine learning models to support operational and business objectives.
• Develop SQL queries and work with structured and unstructured data from multiple sources and databases.
• Support data warehousing, ETL processes, and data integration efforts across enterprise systems.
• Collaborate with cross‑functional stakeholders, technical teams, and leadership to translate business requirements into analytical solutions.
• Present findings, recommendations, and insights to senior leadership and stakeholders in a clear and actionable manner.
• Ensure compliance with data governance policies, regulatory requirements, and data privacy standards.
• Identify opportunities to improve analytics methodologies, reporting processes, and data quality practices.
• Support continuous process improvement initiatives and innovation within the analytics environment.
• Provide subject‑matter expertise in analytics best practices, ITSM reporting, and performance measurement.

• Education:
  • Bachelor’s degree in Data Science, Computer Science, Information Systems, Statistics, or a related field.
• Certifications:
  • Certified Analytics Professional (CAP), Microsoft Certified:
    Data Analyst Associate, or ITIL Foundation Certification.
  • Certifications in Customer Experience Management and/or Data Science preferred.
• Security Clearance:
  • DoD Top Secret.
• Experience, Skills, and Knowledge:
  • 8+ years of data analysis experience, preferably supporting ITSM environments or related domains.
  • Proven experience with ITSM platforms such as Service Now, BMC Remedy, or Cherwell.
  • Experience in customer experience analytics and journey mapping.
  • Expertise with Tableau, Power BI, or Qlik View.
  • Strong SQL and database management skills.
  • Proficiency in Python, R, or SAS.
  • Statistical analysis skills and familiarity with machine learning and predictive analytics.
  • Advanced Microsoft Excel skills.
  • Familiarity with ITIL and ITSM best practices.
  • Experience with data warehousing and ETL.
  • Strong analytical, troubleshooting, and problem‑solving abilities.
  • Excellent written and verbal communication; ability to present technical information to non‑technical audiences.
  • Effective collaboration in cross‑functional environments.
  • Attention to detail and commitment to data accuracy and integrity.
  • Experience briefing senior leadership and preparing executive‑level reports and presentations.
  • Ability to improve and innovate analytics processes.
  • Understanding of regulatory compliance and data privacy laws.

• Experience supporting Federal Government or Department of Defense (DoD) environments.

$120,000+