Senior Data Analyst - Subject Matter Expert (SME)

About Us AGE Solutions is a premier technology and professional services company, providing in-depth consulting, advanced technology solutions, and essential services throughout the U.S. government, defense, and intelligence sectors. Prioritizing innovation and client-focused solutions, we assist major agencies in addressing intricate issues and ensuring a more secure future. AGE Solutions is seeking a highly skilled and analytical Senior Data Analyst - Subject Matter Expert (SME) to support enterprise-level data analytics, reporting, and customer experience initiatives within a complex IT Service Management (ITSM) environment. The ideal candidate will leverage advanced analytical techniques, data visualization, statistical modeling, and customer experience analytics to provide actionable insights that improve operational performance, service delivery, and customer satisfaction. This role requires a strategic thinker with strong technical expertise, exceptional communication skills, and the ability to collaborate across technical and business teams to drive data-informed decision-making. Responsibilities Include: Analyze large and complex datasets to identify trends, patterns, anomalies, and opportunities for operational improvement. Develop and maintain dashboards, scorecards, and executive-level reporting using data visualization tools such as Tableau, Power BI, or QlikView. Support IT Service Management (ITSM) initiatives through analysis of incident, problem, change, request, and service performance metrics. Conduct customer experience analytics and customer journey mapping to improve service quality and user satisfaction. Perform trend analysis, forecasting, root cause analysis, and predictive analytics to support strategic decision-making. Design and execute statistical analyses and machine learning models to support operational and business objectives. Develop SQL queries and work with structured and unstructured data from multiple sources and databases. Support data warehousing, ETL processes, and data integration efforts across enterprise systems. Collaborate with cross-functional stakeholders, technical teams, and leadership to translate business requirements into analytical solutions. Present findings, recommendations, and insights to senior leadership and stakeholders in a clear and actionable manner. Ensure compliance with data governance policies, regulatory requirements, and data privacy standards. Identify opportunities to improve analytics methodologies, reporting processes, and data quality practices. Support continuous process improvement initiatives and innovation within the analytics environment. Provide subject matter expertise in analytics best practices, ITSM reporting, and performance measurement. Required Qualifications: Education: Bachelor’s degree in Data Science, Computer Science, Information Systems, Statistics, or a related field. Certifications: Certified Analytics Professional (CAP), Microsoft Certified: Data Analyst Associate, or ITIL Foundation Certification Certifications in Customer Experience Management and/or Data Science preferred Security Clearance: DoD Secret or Top Secret Experience, Skills, and Knowledge: 8+ years of experience in data analysis, preferably supporting IT Service Management (ITSM) environments or related domains. Proven experience working with ITSM platforms such as ServiceNow, BMC Remedy, or Cherwell. Experience in customer experience analytics and customer journey mapping. Demonstrated expertise with data visualization and business intelligence tools including Tableau, Power BI, or QlikView. Strong experience with SQL and database management concepts. Proficiency with analytical and statistical tools such as Python, R, or SAS. Strong statistical analysis skills and familiarity with machine learning algorithms and predictive analytics techniques. Advanced Microsoft Excel skills for data analysis, modeling, and reporting. Familiarity with ITIL framework and ITSM best…