Enterprise Tier 2 Service Ops & Data Analyst

Employment Type: Full Time
Work Location: Remote
Clearance Requirement: Active DoD SECRET Clearance
Customer: Department of the Navy
Recommended Salary Range: $95,000–$135,000 annually
Travel: Occasional travel may be required

Position Summary

ShadowObjects LLC is seeking an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy enterprise procurement and eBusiness support capability.

This role sits at the intersection of service delivery, data analysis, and continuous improvement across the DON procurement and eBusiness ecosystem. The analyst will help the Tier 2 team understand what users are experiencing, where demand is coming from, which issues are recurring, how effectively cases are being resolved, and where systemic changes can reduce future support requirements.

The position will work across interconnected procurement processes, data, and systems, including, as applicable, ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, and other current or emerging DON and DoD procurement platforms and interfaces.

The successful candidate will not simply produce reports. They will use service and system data to identify patterns, investigate root causes, support workload decisions, and provide actionable insight to government and contractor leadership.

Primary Responsibilities

• Analyze enterprise Tier 2 support demand, case volume, issue categories, aging, resolution times, escalation patterns, and recurring problems.
• Maintain the operational picture of Tier 2 workload and service performance across the DON eBusiness ecosystem.
• Develop and maintain dashboards, scorecards, metrics, and recurring executive-level reporting.
• Establish data definitions and measurement standards so service performance is measured consistently across systems and supported organizations.
• Identify trends across support cases and distinguish isolated user issues from recurring enterprise problems.
• Perform root-cause and pattern analysis using ticket, system, process, transaction, and user-support data.
• Analyze issues that cross system or organizational boundaries, including handoffs between procurement, financial, data, and external systems.
• Partner with procurement SMEs to determine whether recurring problems originate in policy, process, data, training, system functionality, integration, or user behavior.
• Track cases from intake through resolution and identify bottlenecks, stalled escalations, and recurring handoff failures.
• Support workload forecasting, capacity planning, and staffing analysis using actual demand data.
• Identify opportunities to reduce support demand through process changes, knowledge articles, training, automation, data improvements, or system changes.
• Support development of service-level measures, key performance indicators, and enterprise performance measures.
• Analyze repeat contacts, reopened cases, escalations, and high-effort cases to identify improvement opportunities.
• Identify recurring issues involving eBusiness systems, interfaces, data exchanges, and end-to-end procurement workflows.
• Produce concise analytical products for government leadership, including trends, risks, emerging issues, and recommended areas for action.
• Support integration and analysis of information from multiple eBusiness and service-management data sources.
• Maintain data quality and documentation associated with Tier 2 metrics and reporting.
• Work closely with the Enterprise Tier 2 Manager, Procurement SMEs, knowledge-management personnel, system program offices, data teams, and other support organizations.

Required Qualifications

• Bachelor’s degree in data analytics, business, information systems, operations research, public administration, management, or a related discipline.
• Minimum 5 years of relevant professional experience in data analysis, business analysis, service operations, IT service management, program analysis, or a similar field.
• Demonstrated experience analyzing operational data and translating findings into actionable recommendations.
• Ability to structure imperfect or incomplete operational data for meaningful analysis.
• Experience developing performance measures, metrics, KPIs, and recurring reporting.
• Strong analytical and problem-solving skills.
• Ability to identify patterns and root causes rather than simply report activity counts.
• Ability to analyze issues that span multiple systems, processes, or organizational boundaries.
• Strong written and verbal communication skills.
• Ability to present analytical findings clearly to both technical and non-technical audiences.
• Ability to work independently in a distributed team environment.
• Active DoD SECRET clearance.

Preferred Qualifications

• Experience supporting the Department of Defense or Department of the Navy.
• Experience with federal acquisition, contracting, procurement, financial management, or Procure-to-Pay processes.
• Familiarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms.
• Experience analyzing system interfaces, data handoffs, or end-to-end business processes across multiple applications.
• Experience with service desks, Tier 2 support organizations, ITSM environments, or case-management systems.
• Familiarity with ServiceNow or similar ticket-management platforms.
• Experience performing root-cause analysis or continuous-process-improvement analysis.
• Familiarity with Lean, Six Sigma, Agile, or similar improvement methodologies.
• Experience developing workload models, staffing forecasts, or service-capacity analysis.
• Experience integrating information from multiple systems or data sources.
• Knowledge of DoD data-handling and CUI requirements.

Core Competencies

• Analytical thinking
• Enterprise problem solving
• Data visualization
• Root-cause analysis
• Systems thinking
• Executive communication
• Attention to detail
• Continuous improvement
• Collaboration
• Service orientation