Advanced systems analyst- Operational Data; Nashville, TN

Operations Data
- Systems Analyst

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.

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.

Key Responsibilities Operational Analytics & Intelligence 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.

AI-Powered Analytics 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

Reporting & Visualization 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.

Data Management & Governance 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.

Strategic Business Partnership 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.

Basic Qualifications 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 databases3+ years experience supporting technology operations or IT service management organizations.

Advanced analytical and problem-solving capabilities.

Preferred Qualifications IT Operations Experience 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 Technical Skills 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

Analytics Expertise Predictive Analytics, Operational Intelligence, Workforce Analytics, Capacity Planning, Performance Analytics, KPI Development, Executive Reporting, Statistical Modeling, Business Intelligence Architecture As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25…