SNOW Data Analyst - TS/SCI w/Poly

About this role

**Job Description:
Type of Requisition:
Regular


Clearance Level Must Currently Possess:
Top Secret SCI + Polygraph


Clearance Level Must Be Able To Obtain:
Top Secret SCI + Polygraph


Public Trust/Other Required:
None


Job Family:
Data Science and Data Engineering


Skills:
Job Qualifications:
Data Analytics, Innovation, User Experience (UX)


Certifications:
CompTIA Security+ CE | CompTIA - CompTIA


Experience:
8 + years of related experience


US Citizenship Required:
Yes


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 p...