Data Analyst

*The Opportunity* MCLOUD TECHNOLOGY is seeking a Data Analyst to support the enterprise IT service desk of a federal government client. This role focuses on measuring and improving quality: validating services, processes, metrics, and customer satisfaction, and turning data into reports and recommendations that drive improvement. Strong T-SQL and SQL Server Reporting Services (SSRS) skills are required. Experience with IT service management (ITSM) platforms and ITIL practices is strongly preferred. *What You’ll Do* * Validate service desk services, processes, metrics, and customer satisfaction against business requirements. * Write T-SQL queries and stored procedures against SQL Server and data warehouse databases. * Design, build, test, and deploy SSRS reports on current and historical service desk data. * Interpret report results and identify problematic trends and patterns across the environment. * Diagnose issues from customer-reported incidents and develop plans to resolve them. * Produce lists of service deficiencies with recommended changes to established processes. * Develop standards, methods, and procedures that improve service quality, readiness, and availability. * Perform technical evaluations and validate the quality and consistency of customer data. * Communicate evaluation plans, findings, and results to analysts, engineers, and stakeholders. * Support the rollout of systems documentation and collaborate with support teams on quality improvements. *Required Experience* * 2–4 years of experience in a technical support position. * Ability to write simple, intermediate, and complex T-SQL queries against Microsoft SQL Server and data warehouse databases. * 1–2 years of experience with relational database queries, transactions, and stored procedures in SQL Server 2019. * Experience designing, creating, testing, and implementing simple and complex reports in SSRS. * Thorough knowledge of relational database theory and practice. * Experience with data analysis methods, including statistical analysis and sampling techniques. * Strong quantitative, problem-solving, and communication skills, with the ability to manage multiple deadlines with minimal supervision. *Strongly Preferred* * ITIL 4 certification. * Service desk experience in a reporting or analyst role. * Experience with enterprise ITSM platforms and self-service portals. * Experience with quality assurance, inspection, test, and measurement techniques. * Experience translating specifications, regulations, and policy guidance into quality assurance plans. * Experience conducting problem and trend analysis and developing documented recommendations. *Clearance & Eligibility* * U.S. citizenship and the ability to meet federal residency requirements. * Favorably adjudicated Background Investigation (BI) and eligibility for a Secret clearance. Ability to obtain up to a Top Secret clearance (candidates may start with an interim clearance). Pay: $75,000.00 - $85,000.00 per year Benefits: * Dental insurance * Health insurance * Vision insurance People with a criminal record are encouraged to apply Work Location: In person