Data Analyst/Proxy Product Owner

About the role

The Data Analyst/Proxy Product Owner position at Arcticom, LLC is responsible for owning, prioritizing, and maintaining the product backlog for the Service Desk and User Access platforms. They act as the primary liaison between government sponsors, functional community leads, and the technical delivery team to gather requirements and communicate product vision. They supervise day-to-day Service Desk operations and user access workflows, ensuring Service Level Agreements (SLAs) and key performance indicators are consistently met.

Essential Duties and Responsibilities

• Own, prioritize, and maintain the product backlog for the Service Desk and User Access platforms.
• Ensure user stories are clearly defined and ready for development sprints.
• Create and maintain a strategic product roadmap that anticipates future enterprise needs, such as Zero Trust architecture integration and automated provisioning.
• Supervise day-to-day Service Desk operations and user access workflows, ensuring Service Level Agreements (SLAs) and key performance indicators are consistently met.
• Affiliate with government sponsors, functional community leads, and the technical delivery team to gather requirements and communicate product vision.
• Identify operational risks and compliance issues (e.g., unauthorized access risks, SLA breaches) and develop mitigation strategies in alignment with security protocols.
• Generate recurring performance reports, compile operational metrics, and brief leadership on team throughput, ticket resolution times, and access provisioning bottlenecks.
• Analyze and document current-state service desk and user access workflows and user onboarding/offboarding processes. Design optimized future-state process maps.
• Gather detailed technical and functional requirements from stakeholders for system upgrades, new user community implementation and existing user community migration.
• Design, build, and maintain automated reporting dashboards to track Service Desk Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational throughput.
• Analyze historical ticket data and user access requests to identify bottlenecks, forecast support demands, and recommend solutions for recurring issues.

Qualifications

• Ten (10) years of USAF Logistics knowledge.
• Hold or have the ability to acquire a government security clearance; requires U.S. citizenship.
• Must have a bachelor’s degree or 5-10 years equivalent experience.
• Project Management certification desired, but not required.
• Experience in process mapping, data modeling, taxonomies, ontological models, and systems analysis required.
• Proficiency in data visualization tools (e.g., Tableau, Power BI, Qlik).
• Strong written and verbal communication skills, ability to communicate technical and business information effectively to both technical and non-technical people.
• Ability to understand our business, be a team player and enjoy working in a team-oriented environment.
• Strong problem solving/decision-making skills.
• Experience leading and influencing others, including senior level personnel.
• Process design and implementation.
• Demonstrated analytical skills.
• Strong collaboration skills.
• Ability to translate operational policies into technical user stories.
• Experience managing cross-functional teams.
• Advanced proficiency in Excel.
• Intermediate proficiency with Power Point, SharePoint, Power Automate.
• Proficient with Jira and Confluence.
• Strong quantitative analysis capabilities.
• Demonstrated knowledge of Agile methodology.
• Demonstrated knowledge of project management discipline.
• Strong organizational skills.
• Technical document writing.
• Knowledge of ELMS and Air Force logistics systems.