Job Description

Public Trust: None

Requisition Type: Regular

Your Impact

Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.

Job Description

SNOW DATA ANALYST

We are seeking a detail-oriented IT support analyst to join our Digital Experience Team (DET) within the GREENWAY program.  In this role, you will use data analysis tools like ServiceNow to examine support tickets and user feedback, with a primary focus on uncovering insights that enhance user experience.  Your work will drive proactive UX improvements by analyzing trends, root causes, and user pain points, while optimizing data structures for more robust metrics for deeper insights.  This position is ideal for a problem solver passionate about data-driven UX improvements, bridging IT operations with user needs.

MEANINGFUL WORK AND PERSONAL IMPACT
● Build and execute customer queries in ServiceNow and analyze ticket trends.
● Develop and propose ways to model data more effectively within SNOW to enable pulling higher quality metrics, such as predicative UX indicators.
● Conduct direct customer outreach to gather deeper insights into users’ problems, root causes, and overall experiences, translating qualitative feedback into UX-focused recommendations.

● Review and analyze survey feedback from users to detect emerging trends, sentiment shifts, and areas of improvement, collaborating with cross functional teams to implement targeted UX enhancements.
● Document findings in reports with dashboards.
● Stay updated on best practices in IT support analytics and emerging technologies like LLMs to continuously refine analysis.

WHAT YOU’LL NEED TO SUCCEED
Bring your expertise and drive for innovation to GDIT. The SNOW Data Analyst must have:
● Education: Bachelor of Arts/Bachelor of Science
● Experience: 8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
● Technical skills: Strong analytical skills, including the ability to interpret data patterns, perform root cause analysis, and improve data structures for better metrics.
● Security clearance level: TS/SCI w/Poly
● US citizenship required
● Role requirements: Excellent communication and interpersonal skills with experience conducting customer outreach; familiarity with IT service management frameworks; ability to work independently in a fast-paced environment with a proactive mindset towards problem solving, data innovation, and UX optimization.
● Location: On Site Annapolis Junction, MD
● Certification: IAT Level II

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.

#GlobalServices

Work Requirements

Years of Experience

8 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

CompTIA Security+ CE | CompTIA - CompTIA

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required

Job Tags

Shift work

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