End User Support Analyst IV

Analyze Service Desk interaction, incident, request, workforce, quality, customer satisfaction, service-level, and self-service data to identify trends, recurring issues, demand drivers, and improvement opportunities. Develop automation business cases using volume, effort, cost, risk, customer impact, adoption, and return-on-investment measures; prioritize opportunities with Service Desk leadership and technical partners.

End User Support - Data Analyst IV -W2 
Chicago IL - Hybrid 

Job Description:
Essential Responsibilities:
 

• Analyze Service Desk interaction, incident, request, workforce, quality, customer satisfaction, service-level, and self-service data to identify trends, recurring issues, demand drivers, and improvement opportunities.
• Develop and maintain dashboards, scorecards, forecasts, and executive-ready reports that translate complex data into clear insights, risks, recommendations, and measurable outcomes.
• Define data requirements, validate source accuracy, reconcile discrepancies, document metric logic, and promote consistent reporting and data-governance practices.
• Lead projects of moderate complexity through intake, scope definition, requirements gathering, planning, execution, testing, implementation, adoption, and post-launch measurement.
• Create and maintain project plans, milestones, risks, issues, dependencies, decisions, status updates, and stakeholder communications; escalate barriers and drive timely resolution.
• Map current-state workflows, identify process gaps and failure points, and design future-state processes that improve resolution time, first-contact resolution, customer satisfaction, security, quality, and cost efficiency.
• Evaluate high-volume and repetitive support activities for automation, self-service, intelligent routing, agent-assist, chatbot, AI, and robotic process automation opportunities.
• Develop automation business cases using volume, effort, cost, risk, customer impact, adoption, and return-on-investment measures; prioritize opportunities with Service Desk leadership and technical partners.
• Write business and functional requirements, user stories, acceptance criteria, test scenarios, and process documentation for automation and Service Desk technology enhancements.
• Coordinate user acceptance testing, defect resolution, implementation readiness, training, communications, and adoption activities for new processes and solutions.
• Monitor automation performance and self-service adoption; identify exceptions, handoffs, control gaps, and unintended impacts, and lead continuous-improvement actions.
• Partner with application, infrastructure, identity, cybersecurity, IT service management, contact-center, data, and vendor teams to improve end-to-end support outcomes.
• Support major initiatives and operational events by providing impact analysis, trend monitoring, status reporting, and after-action insights.
• Create and maintain standard operating procedures, knowledge articles, data dictionaries, project documentation, and training materials.
• Perform other duties and support after-hours implementations or operational needs as assigned.

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Data Analytics, Business, Project Management, or a related field, or equivalent relevant experience.
• Three or more years of experience in data analysis, business analysis, project coordination or management, process improvement, automation, or IT operations.
• Experience working with Service Desk, help desk, contact-center, or other high-volume operational data and performance measures.
• Proficiency with spreadsheet-based analysis and data visualization or business-intelligence tools; ability to combine, validate, analyze, and present data from multiple sources.
• Working knowledge of project-management methods and tools, including scope, schedule, risk, issue, dependency, testing, implementation, and stakeholder management.

Preferred Qualifications:

• Five or more years of relevant experience in enterprise technology support, service operations, analytics, automation, or project delivery.
• Experience with ServiceNow or a comparable IT service management platform, contact-center technologies, and enterprise reporting environments.
• Hands-on experience with Power BI, Tableau, SQL, Python, Power Automate, robotic process automation, conversational AI, virtual agents, or low-code development platforms.
• Experience developing automation roadmaps, use-case assessments, benefits estimates, adoption measures, and return-on-investment analyses.
• Experience with Agile, Scrum, Waterfall, Lean, Six Sigma, process mapping, or continuous-improvement methods.
• ITIL Foundation, Project Management Professional, Certified Associate in Project Management, Agile, Lean Six Sigma, data analytics, or automation certification.
• Experience supporting a global, 24x7x365 operation or a large, complex enterprise environment.

Pay Range: $32- $35

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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