What are the responsibilities and job description for the Data Analyst position at eTeam, Inc.?
Job Title : Data Analyst
Location : REMOTE
Duration : 12 Months
Preferred Qualifications :
3-5 years of experience in a Business Analyst role or a similar capacity-optimally with experience with performing QA reviews
Proficiency in statistical analysis and data mining techniques.
Expertise in data visualization tools (e.g., Tableau, Looker, Power BI, Smartsheet, ServiceNow, and Client).
Proficient in Microsoft Word, Outlook, PowerPoint, and Excel.
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Capacity to communicate complex technical concepts to non-technical audiences.
Ability to effectively present findings to leadership and peers.
Strong relationship-building skills, with an ability to earn the trust of stakeholders.
Demonstrated ability to thrive in a fast-paced, high-throughput environment.
Required Education
Bachelor's degree Preferred
Primary areas of focus for this role will be the following :
In partnership with the management team, develop a QA process to assess how CNOC operators perform their daily duties / tasks. This will primarily be based on actions taken in the ticketing system (Client) but can / will include other tools / applications and tasks as well.
Be the primary individual to actually perform the QAs on CNOC operator tasks on a daily / weekly basis.
Compile / assemble reporting / reports / presentations of QA findings of CNOC operator tasks on various timeframes (daily, weekly, monthly, etc...) based upon the needs of the business.
In partnership with the management team, develop a QA process to assess how Problem Management team members perform Post Incident Reviews (PIRs). This will include documentation sent as meeting invites, email summaries of meetings, executive summaries, and problem records in the ticketing system-as well as any other sources deemed appropriate by management.
Be the primary individual to actually perform the QAs on Problem Management team member tasks on a daily / weekly basis.
Compile / assemble reporting / reports / presentations of QA findings on Program Management tasks on various timeframes (daily, weekly, monthly, etc...) based upon needs of the business.
As part of the PIR review process, establish, implement, and execute a regular review of all root cause codes and contributing / aggravating factor cause codes. This includes ensuring all PIRs are coded, as well as aggregating the data from these codes for trending analysis.
Responsibilities Include, But Are Not Limited To :
Management and execution of QA processes for CNOC and Problem Management
Ongoing assessment of QA metrics for updates, additions, and modifications based upon changing needs of the business and alignment with management
Establish double verification for data process and analytics associated with all key duties / tasks as a Data Analyst
Analyze cases or tickets to identify issues and suggest improvements in process, procedure, and performance
Collaboration with management of QA results to provide findings / scorecards / metrics for both individual performance and organizational performance
Developing and produce weekly, monthly, quarterly, ad hoc, etc.... analysis and dashboard reporting for QA data.
Manage deliverables daily, weekly, monthly, quarterly, yearly, and annual as needed and support technical teams in adhering to regular timelines for content submissions.
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