Data Analysis Administrator – Digital Customer Support Operations

Position Title: Data Analysis Administrator – Digital Customer Support Operations
Hybrid: 60% onsite (potentially more in the beginning). Standard business hours. This position is needed urgently.
The ideal candidate will have 3 - 5 years of experience.
Position Summary
The Data Analysis Administrator is responsible for designing, developing, maintaining, and continuously improving operational metrics, dashboards, and reporting solutions that support Digital Customer Support operations. This role transforms support data into actionable insights that enable leadership to monitor performance, identify trends, improve customer experience, optimize resource utilization, and drive continuous improvement initiatives.
Current state, data and metrics are coming from multiple tools - Salesforce, Data Lakes, Power BI, JIRA, SNOW and IAM Power BI. A new dashboard and new reports will be needed to pull information from all of these places into one tool, so experience with all will be helpful.
Primary Responsibilities
Data Collection & Management
Gather data from support systems, ticketing platforms, CRM applications, knowledge management systems, and related business tools.
Validate data accuracy, completeness, and consistency across reporting sources.
Maintain reporting datasets and documentation.
Develop automated data collection and refresh processes.
Dashboard & Report Development
Design and maintain Power BI dashboards and operational scorecards.
Create executive, management, and team-level reports.
Develop self-service reporting capabilities for support leaders.
Standardize metrics and reporting definitions.
Support Operations Reporting
Develop and maintain reporting for:
Case Management Metrics
Total ticket volume
New vs. closed tickets
Open case backlog
Ticket aging
Case ownership changes
Escalation volume and trends
Service Performance Metrics
Time to assign
First response time
Average resolution time
SLA attainment
Follow-up and handoff activity
Reopen rates
Workload & Productivity Metrics
Cases per analyst
Workload balancing
Resolution rates
Queue performance
Resource utilization
Customer Experience Metrics
Customer satisfaction trends
Top customer issues
Recurring problem categories
First-contact resolution rates
Defect and enhancement request trends
Knowledge Management Metrics
Knowledge articles created
Knowledge articles published
Knowledge article utilization
Knowledge gaps and opportunities
Trend Analysis & Insights
Identify recurring issues and emerging trends.
Conduct root cause analysis of support incidents.
Analyze performance bottlenecks and improvement opportunities.
Recommend corrective and preventive actions based on data findings.
Develop forecasting models for workload and resource planning.
Executive Reporting
Produce weekly, monthly, and quarterly operational reviews.
Present key findings and recommendations to leadership.
Create executive summaries highlighting risks, trends, and opportunities.
Support strategic planning and business reviews with data-driven insights.
Continuous Improvement
Identify reporting automation opportunities.
Improve data quality and reporting efficiency.
Partner with support leadership to define KPIs and success measures.
Support operational excellence initiatives through analytics.
Deliverables
Executive dashboard
Manager performance dashboard
Team operational dashboard
Weekly operational scorecard
Monthly KPI report
Quarterly trend analysis report
Escalation and aging report
Knowledge management metrics report
Data dictionary and reporting documentation
Required Skills
Advanced Power BI development
Microsoft Excel (Advanced)
SQL and data analysis techniques
Reporting automation
Data visualization best practices
Statistical analysis and trend identification
Root cause analysis
Stakeholder communication and presentation skills
Knowledge of support operations, ticketing systems, and service management processes
Success Measures
95%+ report accuracy
Automated reporting refresh schedules established
Reduction in manual reporting effort
Increased visibility into support performance
Timely delivery of weekly/monthly reporting
Actionable recommendations resulting in measurable process improvements
Leadership adoption of dashboards for operational decision-making

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”