Information Technology Data Analyst

Snow Data AnalystWe 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 ScienceExperience: 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 requiredRole 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, MDCertification: IAT Level IIGDIT 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 workplaceOwn 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.