Data Analyst

Summary

Velocity, A Managed Solutions Company, is seeking a highly skilled Data Analyst. The Data Analyst is responsible for transforming data into actionable insights that support strategic and operational decision-making across the organization.

Responsibilities

• Analyze field service operations to improve technician productivity, service quality, customer experience, and operational efficiency
• Develop and maintain dashboards tracking field service KPIs, including technician utilization, first-time fix rate (FTFR), mean time to repair/resolve (MTTR), installation cycle time, dispatch efficiency, truck rolls, and appointment adherence
• Monitor and analyze service delivery performance across managed IT, connectivity, security, and network infrastructure solutions
• Identify trends in repeat service calls, installation delays, outage response times, and service quality issues, and provide recommendations for corrective action
• Analyze cost per service call, labor and overtime cost trends, truck-roll reduction opportunities, and budget variance to support cost control efforts
• Forecast staffing and resource needs by evaluating technician workloads, service demand, seasonality, territory coverage, and capacity constraints; partner with leadership on headcount and workforce planning
• Analyze route efficiency, travel time, fuel utilization, and scheduling effectiveness to reduce operational costs and improve customer responsiveness
• Partner with Field Operations leadership to establish performance benchmarks, scorecards, and operational targets
• Measure performance against Service Level Agreements (SLAs) and customer commitments, identifying risks and areas for improvement
• Conduct root cause analyses related to service delivery challenges and technician performance metrics
• Develop predictive models that anticipate service demand, resource constraints, and operational bottlenecks
• Support continuous improvement initiatives through data-driven recommendations that enhance field productivity, customer satisfaction, and operational scalability
• Collect, validate, analyze, and interpret data from multiple business systems
• Develop dashboards, scorecards, KPIs, and management reports using business intelligence tools
• Identify trends, patterns, and opportunities that improve business performance
• Translate complex data into clear and actionable recommendations for business leaders
• Create recurring and ad hoc reports to support operational and strategic initiatives
• Analyze managed services, connectivity, and recurring revenue data
• Monitor customer usage, service adoption, churn indicators, and retention metrics
• Evaluate network performance, service quality, uptime, and operational efficiency metrics
• Support analysis of customer contracts, renewals, profitability, and service utilization
• Track and report on key business metrics such as monthly recurring revenue (MRR), annual recurring revenue (ARR), churn, customer lifetime value, and SLA performance
• Maintain data integrity and consistency across reporting platforms
• Identify and resolve data quality issues and discrepancies
• Develop and maintain automated reporting processes and data models
• Document data definitions, reporting standards, and analytical methodologies
• Support data governance initiatives and best practices
• Collaborate with department leaders to understand business requirements and reporting needs
• Present findings and recommendations to management and executive teams
• Assist with forecasting, budgeting, capacity planning, and strategic planning initiatives
• Support operational improvement and process optimization efforts through data-driven insights

Skills

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Business Analytics, Information Systems, Economics, Computer Science, or a related field
• Equivalent combination of education and experience may be considered
• 3-5 years of experience in data analysis, business intelligence, or reporting
• Experience working with large datasets and multiple data sources
• Experience creating dashboards and reports for business stakeholders
• Field operations, managed services, technology services, or related industry experience preferred
• Advanced proficiency in Microsoft Excel
• Experience with Power BI, Tableau, or similar business intelligence tools
• Understanding of relational databases and data warehousing concepts
• Familiarity with statistical analysis techniques and forecasting methodologies
• Experience supporting executive-level reporting and KPI development
• Experience using AI tools (such as Copilot, ChatGPT, or Claude) to support data analysis, reporting, or productivity

Qualifications

Must Haves

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Business Analytics, Information Systems, Economics, Computer Science, or a related field
• Equivalent combination of education and experience may be considered
• 3-5 years of experience in data analysis, business intelligence, or reporting
• Experience working with large datasets and multiple data sources
• Experience creating dashboards and reports for business stakeholders
• Field operations, managed services, technology services, or related industry experience preferred
• Advanced proficiency in Microsoft Excel
• Experience with Power BI, Tableau, or similar business intelligence tools
• Understanding of relational databases and data warehousing concepts
• Familiarity with statistical analysis techniques and forecasting methodologies

Nice to Haves

• Experience supporting executive-level reporting and KPI development
• Experience using AI tools (such as Copilot, ChatGPT, or Claude) to support data analysis, reporting, or productivity

Benefits

• Medical, Dental, Vision
• PTO & Paid Holidays
• Paid Sick Time
• Paid Parental Leave
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available