Data Analyst

MCLOUD TECHNOLOGY is seeking a Data Analyst to support the enterprise IT service desk of a federal government client.

This role focuses on measuring and improving quality: validating services, processes, metrics, and customer satisfaction, and turning data into reports and recommendations that drive improvement.

Strong T-SQL and SQL Server Reporting Services (SSRS) skills are required. Experience with IT service management (ITSM) platforms and ITIL practices is strongly preferred.

What You’ll Do

• Validate service desk services, processes, metrics, and customer satisfaction against business requirements.
• Write T-SQL queries and stored procedures against SQL Server and data warehouse databases.
• Design, build, test, and deploy SSRS reports on current and historical service desk data.
• Interpret report results and identify problematic trends and patterns across the environment.
• Diagnose issues from customer-reported incidents and develop plans to resolve them.
• Produce lists of service deficiencies with recommended changes to established processes.
• Develop standards, methods, and procedures that improve service quality, readiness, and availability.
• Perform technical evaluations and validate the quality and consistency of customer data.
• Communicate evaluation plans, findings, and results to analysts, engineers, and stakeholders.
• Support the rollout of systems documentation and collaborate with support teams on quality improvements.

• 2-4 years of experience in a technical support position.
• Ability to write simple, intermediate, and complex T-SQL queries against Microsoft SQL Server and data warehouse databases.
• 1-2 years of experience with relational database queries, transactions, and stored procedures in SQL Server 2019.
• Experience designing, creating, testing, and implementing simple and complex reports in SSRS.
• Thorough knowledge of relational database theory and practice.
• Experience with data analysis methods, including statistical analysis and sampling techniques.
• Strong quantitative, problem-solving, and communication skills, with the ability to manage multiple deadlines with minimal supervision.

Strongly Preferred

• ITIL 4 certification.
• Service desk experience in a reporting or analyst role.
• Experience with enterprise ITSM platforms and self-service portals.
• Experience with quality assurance, inspection, test, and measurement techniques.
• Experience translating specifications, regulations, and policy guidance into quality assurance plans.
• Experience conducting problem and trend analysis and developing documented recommendations.

Clearance & Eligibility

• U.S. citizenship and the ability to meet federal residency requirements.
• Favorably adjudicated Background Investigation (BI) and eligibility for a Secret clearance.

Ability to obtain up to a Top Secret clearance (candidates may start with an interim clearance).

• Dental insurance
• Health insurance
• Vision insurance