Database Analyst / Programmer 2

Job Title: Data Analysis Administrator – Digital Customer Support Operations Location: Columbus, IN Job Type: W2 Contract Expected hours per week: 40 hours per week Schedule: Hybrid Pay Range: $32-36 per hour Job Description 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. 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 volumeNew vs. closed ticketsOpen case backlogTicket agingCase ownership changesEscalation volume and trends Service Performance Metrics Time to assignFirst response timeAverage resolution timeSLA attainmentFollow-up and handoff activityReopen rates Workload & Productivity Metrics Cases per analystWorkload balancingResolution ratesQueue performanceResource utilization Customer Experience Metrics Customer satisfaction trendsTop customer issuesRecurring problem categoriesFirst-contact resolution ratesDefect and enhancement request trends Knowledge Management Metrics Knowledge articles createdKnowledge articles publishedKnowledge article utilizationKnowledge 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 dashboardManager performance dashboardTeam operational dashboardWeekly operational scorecardMonthly KPI reportQuarterly trend analysis reportEscalation and aging reportKnowledge management metrics reportData dictionary and reporting documentation Required Skills Advanced Power BI developmentMicrosoft Excel (Advanced)SQL and data analysis techniquesReporting automationData visualization best practicesStatistical analysis and trend identificationRoot cause analysisStakeholder communication and presentation skillsKnowledge of support operations, ticketing systems, and service management processes #INDOEM