Job Opening:Pd data reporting analyst v2 0

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  • 1. Position Title: Customer Satisfaction Data Reporting Analyst DekaTron Corporation is an IT Engineering Company with offices nationwide. It provides a wide range of IT support services to the U.S. Department of Defense, intelligence agencies, state and local governments, and is a Certified Service-Disabled Veteran-Owned Small Business (SDVOSB). We currently have an opening for a Customer Satisfaction Data Reporting Analyst to support our customer—the Department of Veterans Affairs, located in Washington, DC. Position Description: The Customer Satisfaction Data Reporting Analyst will be accountable for arming the business with data-driven insights through analytics to identify IT service improvement opportunities that drive decision making. In doing so, you will strengthen the culture of analytics within OIT, enrich the VA’s executive level decision making processes and support IT Performance Analytics and Survey Program initiatives within the Department. The analyst will: be expected to quickly learn the business goals of the organization; utilize tools such as Excel and SAS or SPSS to better understand our ever-increasing set of customer satisfaction data; field business-specific questions from clients about how the data can inform our executive leadership’s decision making; develop their own conclusions from sound statistical analysis; and be able to effectively communicate their findings to executive leadership, clients, and stakeholders through various communication channels. The analyst will also design, develop, and produce weekly (and ad-hoc) reports that provide actionable workforce insights to VA executive leadership related to the delivery of IT services within the Department. The analyst will have a background in the successful application of statistical methodology and applied statistics and be able to communicate these complex findings to a wide range of audiences. Responsibilities: Interpret and summarize critical indicators in an actionable and understandable and visually appealing way Ensure survey and customer service improvement projects’ related work is on schedule, within scope, meets customer requirements Support survey related activities within the department Translate research findings into white papers and actionable solutions
  • 2. Plan, design, and develop highly intuitive weekly executive level reports that provide insights into the nature of customer attitudes, end-user behavior, and potential improvements to IT services and systems in order to increase customer satisfaction Understand clients’ information needs, program objectives and Department infrastructure to plan data analysis and reporting strategies Communicate directly with clients and/or stakeholders to clarify requirements or present research findings Develop statistical output reports, graphs, tables, and figures to support enterprise-wide IT service improvement reporting initiatives Support additional program writing activities as necessary (to include quarterly and annual survey reports, semi-annual Customer Satisfaction Improvement initiative reports, semiannual facility-level data reporting, etc.) Design and develop ad-hoc customer satisfaction and service improvement reports based on customer satisfaction and customer relationship management data Correspond and collaborate with a network of external researchers and consultants Collaborate with marketing staff to ensure a high level of communications and effective working relationships between existing and potential stakeholders to guarantee our work meets their requirements Provide updates to internal and external clients and stakeholders on the status of projects Seek open exchange of views on difficult issues Seek and utilize feedback proactively Communicate effectively and professionally with clients and colleagues Perform data manipulation and statistical analysis with SAS, SPSS, or R software, as required Skills Required: Excellent oral and written communication skills Excellent analytical ability to summarize/aggregate and analyze data Ability to maintain and extract information from datasets Background working with raw data and utilizing various tools, datasets, and spreadsheets to develop high impact reports and analysis Experience utilizing analytical and statistical techniques such as descriptive statistics and cross-tabs Advanced skills with Microsoft Excel (including array formulas, complex formulas, pivot tables) Word, SharePoint, and PowerPoint Ability to understand business issues and intuitively communicate analytical solutions Ability to effectively communicate technical information to all levels of personnel both verbally and in writing Strong customer service experience and focus Extremely organized and detail oriented Experience determining and documenting customer requirements Ability to manage timelines and meet tight deadlines Ability to effectively interact and collaborate with individuals at all levels including staff, executives, and stakeholders
  • 3. Ability to work collaboratively with other offices and staff to resolve complex issues with innovative solutions Ability to work independently Strong problem-solving and analytical skills Skills Desired: Experience constructing and conducting surveys to include an understanding of survey execution needs and requirements Quantitative and qualitative data analysis using SAS, SPSS, or R Demonstrated project management skills and the ability to successfully initiate, plan, execute, monitor, control, and close end-to end projects Proficient in Microsoft Project and Visio Proficient in Adobe Creative Suite (InDesign, Photoshop, Flash, and Illustrator) Possess project management skills within the data reporting analysis function Customer satisfaction based analytics experience Experience with regression modeling techniques and correlation analysis Experience: 7 - 10 years experience as a hands-on report writer/analyst in a customer service/satisfaction environment, demonstrating strong analytical and communication skills required Demonstrated ability to interpret customer satisfaction and/or survey data and intuitively present sophisticated analysis and findings to executive level staff and clients Education: Bachelor's degree in science, engineering, finance, analytics, informatics, survey methodology, business, or social sciences Master’s degree or equivalent experience preferred All applicants must: 1. be authorized to work in the U.S.; and 2. be able to pass an National Agency Check with Written Inquiries (NACI) Background Investigation. DekaTron offers a competitive salary and a comprehensive benefits package including Medical, Dental, 401(k), and many other perks and benefits. Interested applicants may email their resume and salary requirements to Matthew.Moroney@dekatron.com.