Business Intelligence Analyst | Global Support | Hybrid | Reston, VA

Develop and maintain dashboards and reporting tools to help Global Support and business leaders understand operational trends, including backlog, SLA performance, MTTA, MTTR, escalation volume, and case aging.

Analyze support data by developing hypotheses, documenting assumptions, and identifying trends, relationships, contributing factors, and opportunities for improvement.

Partner with internal stakeholders to define business questions, determine appropriate analytical approaches, and translate findings into actionable insights and recommendations.

Deliver high-quality analyses, reports, and presentations using clear, accessible visualizations for operational and leadership audiences.

Identify opportunities to streamline and automate recurring reporting processes while maintaining the accuracy, reliability, and usability of dashboards and data assets.

3+ years of relevant experience in business intelligence, support operations analytics, customer or technical support analytics, or a related role involving reporting and operational analysis.

Advanced Excel skills, including complex formulas, pivot tables, and analysis across multiple datasets; proficiency in PowerPoint.

Experience with support or operations data, including case management, SLA performance, backlog, escalations, knowledge management, customer satisfaction, or related service delivery metrics.

Experience building dashboards and generating insights using Tableau or a comparable business intelligence platform.

Strong attention to detail, with a commitment to data accuracy, consistency, and reliable reporting maintenance.

Ability to manage priorities independently, collaborate across teams, respond to time-sensitive needs, and constructively identify opportunities to improve existing approaches.

Strong analytical and problem-solving skills, with the ability to structure complex questions and translate findings into practical action.

Working knowledge of data extraction, validation, analytical methods, and interpretation techniques.

Strong communication, presentation, and data-storytelling skills, with the ability to explain findings to varied audiences.

Experience with ServiceNow or another case-management platform.

Interest in developing skills in predictive analytics, advanced analytics, or data science.

Comprehensive health coverage: medical, dental, and vision

Flexible time off

Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests

401k w/ match & BrightPlan - to help you save for the future

Parental Leave

5 charitable days to support the community that supports us

Telemedicine

Wellness Headspace Care (mental health) Wellbeats (virtual fitness classes)

Headspace Care (mental health)

Wellbeats (virtual fitness classes)

RethinkCare & Wellthy– caregiver support

Diversity and inclusion programs which provide access to internal employee resource groups

Employee referral bonuses to encourage the addition of great new people to the team

We Foster a learning culture with: Education Assistance Program Professional development opportunities LinkedIn Learning

Education Assistance Program

Professional development opportunities

LinkedIn Learning

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