Enterprise Tier 2 Service Ops & Data Analyst

Full Time Professional Washington, DC, US

Salary Range: $95,000.00 To $ Annually

Employment Type: Full Time
Work Location: Remote
Clearance Requirement: Active DoD SECRET Clearance
Customer: Department of the Navy
Recommended Salary Range:$95,000–$135,000 annually
Travel: Occasional travel may be required

Shadow Objects LLC is seeking an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy enterprise procurement and eBusiness support capability.

This role sits at the intersection of service delivery, data analysis, and continuous improvement across the DON procurement and eBusiness ecosystem. The analyst will help the Tier 2 team understand what users are experiencing, where demand is coming from, which issues are recurring, how effectively cases are being resolved, and where systemic changes can reduce future support requirements.

The position will work across interconnected procurement processes, data, and systems, including, as applicable,
ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and other current or emerging DON and DoD procurement platforms and interfaces
.

The successful candidate will not simply produce reports. They will use service and system data to identify patterns, investigate root causes, support workload decisions, and provide actionable insight to government and contractor leadership.

• Analyze enterprise Tier 2 support demand, case volume, issue categories, aging, resolution times, escalation patterns, and recurring problems.
• Maintain the operational picture of Tier 2 workload and service performance across the DON eBusiness ecosystem.
• Develop and maintain dashboards, scorecards, metrics, and recurring executive-level reporting.
• Establish data definitions and measurement standards so service performance is measured consistently across systems and supported organizations.
• Identify trends across support cases and distinguish isolated user issues from recurring enterprise problems.
• Perform root-cause and pattern analysis using ticket, system, process, transaction, and user-support data.
• Analyze issues that cross system or organizational boundaries, including handoffs between procurement, financial, data, and external systems.
• Partner with procurement SMEs to determine whether recurring problems originate in policy, process, data, training, system functionality, integration, or user behavior.
• Track cases from intake through resolution and identify bottlenecks, stalled escalations, and recurring handoff failures.
• Support workload forecasting, capacity planning, and staffing analysis using actual demand data.
• Identify opportunities to reduce support demand through process changes, knowledge articles, training, automation, data improvements, or system changes.
• Support development of service-level measures, key performance indicators, and enterprise performance measures.
• Analyze repeat contacts, reopened cases, escalations, and high-effort cases to identify improvement opportunities.
• Identify recurring issues involving eBusiness systems, interfaces, data exchanges, and end-to-end procurement workflows.
• Produce concise analytical products for government leadership, including trends, risks, emerging issues, and recommended areas for action.
• Support integration and analysis of information from multiple eBusiness and service-management data sources.
• Maintain data quality and documentation associated with Tier 2 metrics and reporting.
• Work closely with the Enterprise Tier 2 Manager, Procurement SMEs, knowledge-management personnel, system program offices, data teams, and other support organizations.

• Bachelor’s degree in data analytics, business, information systems, operations research, public administration,…