SNOW Data Analyst - TS/SCI w/Poly

General Dynamics
United States
Workplace: OnsiteFull timeUSD 136,000 - 184,000 annuallyFunction: Data Analytics & Business IntelligenceExperience: 8+ yearsEducation: bachelorsSkills: ["Detail-oriented","Problem-solving","Root cause analysis","Communication","Interpersonal skills","Independent work","Proactive mindset"]

Analyze ServiceNow support tickets and user feedback to identify trends, root causes, and user pain points for UX improvements within the GREENWAY program’s Digital Experience Team. Build and execute customer queries, model data for stronger metrics (including predictive UX indicators), and translate qualitative feedback into recommendations. Review survey sentiment, collaborate cross-functionally on targeted enhancements, and document insights via reports and dashboards, staying current on analytics best practices and emerging technologies like LLMs.

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General Dynamics
General Dynamics
21 hours ago

SNOW Data Analyst - TS/SCI w/Poly

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Analyze ServiceNow support tickets and user feedback to identify trends, root causes, and user pain points for UX improvements within the GREENWAY program’s Digital Experience Team. Build and execute customer queries, model data for stronger metrics (including predictive UX indicators), and translate qualitative feedback into recommendations. Review survey sentiment, collaborate cross-functionally on targeted enhancements, and document insights via reports and dashboards, staying current on analytics best practices and emerging technologies like LLMs.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Build and execute customer queries in ServiceNow and analyze ticket trends.
  • •Develop and propose data models in ServiceNow/SNOW to improve metric quality, including predictive UX indicators.
  • •Conduct direct customer outreach to gather insights into user problems, root causes, and experiences, translating feedback into UX recommendations.
  • •Review and analyze user survey feedback to detect trends and sentiment shifts and collaborate with cross-functional teams to implement UX enhancements.
  • •Document findings in reports with dashboards and stay current on IT support analytics best practices and emerging technologies like LLMs.
Travel: Low travel

Pay and Benefits

Salary: USD 136,000 - 184,000 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
  • •Bachelor of Arts/Bachelor of Science degree.
  • •TS/SCI with Polygraph security clearance (must currently possess).
  • •US citizenship required.
  • •Strong analytical skills for interpreting data patterns and performing root cause analysis, plus excellent communication and interpersonal skills for customer outreach.
Experience:8+ years
Education:Bachelor's
Skills:Detail-orientedProblem-solvingRoot cause analysisCommunicationInterpersonal skillsIndependent workProactive mindset
Certifications:IAT Level II
Tech Stack:ServiceNowDashboardsLLMsIT service managementSNOW

Eligibility

Nationality:US National
Security Clearance:Top Secret SCI + Polygraph

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn