Associate, End User Services Data Analyst

About Fortitude Re

Role overview

Data analysis and reporting

• Collect, validate, and analyze data from End User Services platforms and operational processes.
• Review service desk, endpoint, virtual desktop, collaboration, and employee-experience metrics.
• Track incidents, service requests, SLA performance, reliability, device health, and user experience; identify trends, recurring issues, risks, and improvement opportunities.
• Compare performance across locations, user groups, device types, applications, and support tiers; establish baselines and measure the effects of changes.
• Assist with forecasting support demand, service trends, and resource requirements, and ensure reporting data is accurate and clearly defined.
• Design and maintain dashboards, scorecards, visualizations, and recurring operational reports.
• Develop daily, weekly, monthly, and executive-level reporting; translate technical data into clear insights for technical and nontechnical audiences.
• Define End User Services KPIs, automate collection and reporting where practical, and present findings and recommendations to stakeholders.

Vendor roadmap monitoring

• Monitor Microsoft product roadmaps, Message Center announcements, service advisories, release notes, and product retirement notices.
• Track changes affecting Microsoft 365, Teams, Azure Virtual Desktop, Windows, Intune, Entra ID, and other End User Services technologies.
• Monitor relevant announcements and roadmaps from other strategic technology vendors.
• Evaluate potential impacts on users, support processes, security, compatibility, licensing, training, and the technology environment.
• Identify testing, communication, documentation, or technical preparation needed before changes are introduced.
• Maintain a centralized roadmap of upcoming changes, deadlines, dependencies, risks, and responsible teams.
• Recommend adoption, preparation, deferral, or risk-mitigation actions to End User Services leadership.
• Work with technical teams to validate significant changes through testing or pilot programs.

Service improvement and collaboration

• Partner with End User Services leadership and technical teams to develop measurable service-improvement initiatives.
• Use data to evaluate whether completed changes delivered their expected operational or employee-experience benefit.

Requirements

• The provided description specifies no particular degree, certification, years of experience, or prior-role requirement.