{"schemaVersion":"jobsearcher.job.v1","id":"e3d9be77369f4bc5fb16b485","url":"https://jobsearcher.com/jobs/e3d9be77369f4bc5fb16b485","canonicalUrl":"https://jobsearcher.com/jobs/e3d9be77369f4bc5fb16b485","title":"Reporting & Workforce Analytics Analyst","description":"1 Opening\nVirginia\n\nRole description\nReporting & Workforce Analytics Analyst\nAssociate II - Cloud Infrastructure Services\n\nWho We Are:\nBorn digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.\nUST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.\nWith us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.\nVisit us at UST.com.\n\nYou Are:\nThe Reporting & Workforce Analytics Analyst is responsible for developing operational insights that support the effective management of IT performance. This role focuses on reporting, trend analysis, workforce forecasting, and operational analytics to improve service delivery, staffing optimization, and performance management.\n\nThe opportunity:\nDevelop and maintain daily, weekly, and monthly operational reports for performance.\nCreate dashboards that track key service metrics such as ticket volume, resolution time, SLA compliance, backlog trends, and service availability.\nConsolidate data from multiple sources to produce clear and meaningful operational insights.\nWorkforce Management & Forecasting\nAnalyze historical ticket trends to support staffing forecasts and workload planning.\nAssist with workforce management reporting, including agent productivity, schedule adherence, and capacity utilization.\nIdentify patterns in ticket volumes to support resource planning and shift optimization\nOperational Analytics\nPerform trend analysis and root cause insights to identify recurring issues impacting service desk performance.\n\nThis position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.\n\nWhat you need:\nStrong proficiency in Microsoft Excel (advanced formulas, pivot tables, data analysis).\nExperience building interactive dashboards using Power BI.\nAbility to work with large operational datasets and transform them into meaningful insights.\nFamiliarity with data visualization and reporting best practices.\nBasic understanding of data modeling and data preparation techniques.\nAnalytical Skills:\nStrong analytical and problem-solving abilities.\nAbility to identify patterns, trends, and operational insights from data.\nExperience in trend analysis, forecasting, and performance reporting.\nOperational Understanding\nExposure to IT Service Desk operations, ticketing systems, or ITSM environments is preferred.\nUnderstanding of service metrics such as SLA, response time, resolution time, and ticket volume trends.\nSoft Skills:\nStrong communication and presentation skills.\nAbility to explain analytical findings in simple operational terms.\nDetail-oriented with strong organizational and documentation skills.\nAbility to work collaboratively with operations and leadership teams.\nPreferred Qualifications:\nBachelor’s or Master’s degree in Data Analytics, Data Science, Information Systems, Business Analytics, or related field.\nExperience with service management or workforce analytics reporting.\nFamiliarity with ITSM tools such as ServiceNow, Remedy, or similar platforms is a plus.\n\nCompensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.\nRole Location: Virginia\nCompensation Range: $48,000-$72,000\n\nBenefits\nFull-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.\nPart-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.\nFull-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.\nPart-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).\nAll US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.\n\nWhat we believe:\nWe proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.\n\nHumility:\nWe will listen, learn, be empathetic and help selflessly in our interactions with everyone.\nHumanity:\nThrough business, we will better the lives of those less fortunate than ourselves.\nIntegrity:\nWe honor our commitments and act with responsibility in all our relationships.\n\nEqual Employment Opportunity Statement\n\nUST is an Equal Opportunity Employer.\n\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.\nUST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.\n\n#UST\n#CB\n#LI-AP6\nSkills\ncloud infrastructure,power bi,data modeling,data preparation,\nBenefits\nCompensation range: $ 48,000.00 to 72,000.00 per year\n\nAbout UST\nUST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.","company":"Ust Global","rawCompany":"ust global","city":"Virginia","state":"MN","isRemote":false,"isActive":false,"createdAt":"2026-04-14T11:22:39.671Z","occupations":[{"code":"15-2051.01","title":"Business Intelligence Analysts","slug":"business-intelligence-analysts"},{"code":"15-2051.00","title":"Data Scientists","slug":"data-scientists"},{"code":"15-2031.00","title":"Operations Research Analysts","slug":"operations-research-analysts"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"541690","title":"Other Scientific and Technical Consulting Services","slug":"other-scientific-and-technical-consulting-services"},{"code":"541990","title":"All Other Professional, Scientific, and Technical Services","slug":"all-other-professional-scientific-and-technical-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Reporting & Workforce Analytics Analyst","description":"1 Opening\nVirginia\n\nRole description\nReporting & Workforce Analytics Analyst\nAssociate II - Cloud Infrastructure Services\n\nWho We Are:\nBorn digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.\nUST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.\nWith us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.\nVisit us at UST.com.\n\nYou Are:\nThe Reporting & Workforce Analytics Analyst is responsible for developing operational insights that support the effective management of IT performance. This role focuses on reporting, trend analysis, workforce forecasting, and operational analytics to improve service delivery, staffing optimization, and performance management.\n\nThe opportunity:\nDevelop and maintain daily, weekly, and monthly operational reports for performance.\nCreate dashboards that track key service metrics such as ticket volume, resolution time, SLA compliance, backlog trends, and service availability.\nConsolidate data from multiple sources to produce clear and meaningful operational insights.\nWorkforce Management & Forecasting\nAnalyze historical ticket trends to support staffing forecasts and workload planning.\nAssist with workforce management reporting, including agent productivity, schedule adherence, and capacity utilization.\nIdentify patterns in ticket volumes to support resource planning and shift optimization\nOperational Analytics\nPerform trend analysis and root cause insights to identify recurring issues impacting service desk performance.\n\nThis position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.\n\nWhat you need:\nStrong proficiency in Microsoft Excel (advanced formulas, pivot tables, data analysis).\nExperience building interactive dashboards using Power BI.\nAbility to work with large operational datasets and transform them into meaningful insights.\nFamiliarity with data visualization and reporting best practices.\nBasic understanding of data modeling and data preparation techniques.\nAnalytical Skills:\nStrong analytical and problem-solving abilities.\nAbility to identify patterns, trends, and operational insights from data.\nExperience in trend analysis, forecasting, and performance reporting.\nOperational Understanding\nExposure to IT Service Desk operations, ticketing systems, or ITSM environments is preferred.\nUnderstanding of service metrics such as SLA, response time, resolution time, and ticket volume trends.\nSoft Skills:\nStrong communication and presentation skills.\nAbility to explain analytical findings in simple operational terms.\nDetail-oriented with strong organizational and documentation skills.\nAbility to work collaboratively with operations and leadership teams.\nPreferred Qualifications:\nBachelor’s or Master’s degree in Data Analytics, Data Science, Information Systems, Business Analytics, or related field.\nExperience with service management or workforce analytics reporting.\nFamiliarity with ITSM tools such as ServiceNow, Remedy, or similar platforms is a plus.\n\nCompensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.\nRole Location: Virginia\nCompensation Range: $48,000-$72,000\n\nBenefits\nFull-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.\nPart-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.\nFull-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.\nPart-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).\nAll US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.\n\nWhat we believe:\nWe proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.\n\nHumility:\nWe will listen, learn, be empathetic and help selflessly in our interactions with everyone.\nHumanity:\nThrough business, we will better the lives of those less fortunate than ourselves.\nIntegrity:\nWe honor our commitments and act with responsibility in all our relationships.\n\nEqual Employment Opportunity Statement\n\nUST is an Equal Opportunity Employer.\n\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.\nUST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.\n\n#UST\n#CB\n#LI-AP6\nSkills\ncloud infrastructure,power bi,data modeling,data preparation,\nBenefits\nCompensation range: $ 48,000.00 to 72,000.00 per year\n\nAbout UST\nUST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.","datePosted":"2026-04-14T11:22:39.671Z","dateModified":"2026-04-14T11:22:39.671Z","hiringOrganization":{"@type":"Organization","name":"Ust Global","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Virginia","addressRegion":"MN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e3d9be77369f4bc5fb16b485"},"url":"https://jobsearcher.com/jobs/e3d9be77369f4bc5fb16b485"}}