Advanced systems analyst- Operational Data; Nashville, TN

Job Summary

The Dynamic Operations Data Analyst is responsible for transforming complex operational data into actionable business intelligence that improves service performance, operational efficiency, partner experience, and customer outcomes. This role serves as a strategic analytics partner across Service Desk, Major Incident Response (MIR), Change Management, Problem Management, Asset Management, Service Resilience, Infrastructure, retail customers and business leaders, and beyond.

The Dynamic Operations Data Analyst is responsible for transforming complex operational data into actionable business intelligence that improves service performance, operational efficiency, partner experience, and customer outcomes. This role serves as a strategic analytics partner across Service Desk, Major Incident Response (MIR), Change Management, Problem Management, Asset Management, Service Resilience, Infrastructure, retail customers and business leaders, and beyond.

This position combines deep operational knowledge with advanced analytics capabilities, leveraging AI, automation, and modern business intelligence platforms to identify trends, predict risks, optimize resources, and drive data-driven decision making.

The analyst develops executive-level insights, operational dashboards, predictive models, and AI-powered reporting solutions that support enterprise technology operations and strategic business objectives.

• Analyze large operational datasets to identify trends, patterns, risks, and opportunities for improvement.
• Develop operational KPIs, SLAs, XLAs, workforce productivity metrics, and executive scorecards, and actionable insights.
• Create predictive analytics models to identify emerging operational risks and performance degradation.

• Leverage AI and machine learning techniques to improve service operations and business outcomes, including AI effectiveness and performance metrics.
• Develop and maintain AI-assisted reporting and analytical solutions.
• Partner with operational teams to identify opportunities for Predictive incident detection, Knowledge optimization, Automation opportunities, Workforce forecasting, Asset lifecycle intelligence, Contact reduction initiatives

• Design, build, and maintain enterprise reporting solutions and executive dashboards utilizing existing platform such as Power BI, Tableau, Databricks, Service Now, and others.
• Create and standardize reporting and intuitive visualizations that translate technical and operational complexity into executive-level business insights.

• Collect, transform, validate, and maintain operational data from multiple enterprise sources, ensuring data accuracy, consistency, and integrity (governance).
• Develop reusable data models, semantic layers, and reporting frameworks.

• Partner with technology leaders, operations managers, service owners, and business stakeholders to identify analytical requirements.
• Translate business questions into analytical solutions, present findings and recommendations to a broad range of audiences.
• Support operational reviews, quarterly business reviews, and strategic planning initiatives.

• Bachelor's degree in Information Systems, Computer Science, Analytics, Business, Statistics, Mathematics, or related field, or equivalent professional experience.
• 5+ years experience in data analytics, business intelligence, or operational analytics.
• 5+ years experience working directly in enterprise-grade data, service management, service desk, and operational/transactional databases
• 3+ years experience supporting technology operations or IT service management organizations.
• Advanced analytical and problem-solving capabilities.

Demonstrated understanding of Service Desk Operations, Major Incident Management, Change Management, Problem Management, Asset Management, Service Configuration Management, Infrastructure Operations, Network Operations, Disaster Recovery and Service Resilience

Advanced proficiency with: data and analytics platforms, modeling, and visualization tools

Working knowledge of Service Now, AWS, Data Dog, Data Bricks, API-based data integrations, AI and machine learning concepts

Predictive Analytics, Operational Intelligence, Workforce Analytics, Capacity Planning,…