NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ITSM Analyst to join our team in Alexandria, Virginia (US-VA), United States (US).

Job Summary 

We are seeking a motivated and experienced individual to oversee and drive digital business initiatives for our IT Service Management (ITSM) contract. The ideal candidate will have a strong background in data analysis, digital transformation, and project management, with at least five years of experience in a relevant field. They will play a crucial role in implementing innovative solutions, managing client relationships, and aligning e-business strategies with client objectives to enhance service delivery, performance, and customer satisfaction. 

Key Responsibilities 

• Responsible for collecting, cleaning, analyzing, and interpreting large datasets to identify patterns, trends, and insights that inform business decisions

• Gathering data from internal and external sources like databases, APIs, surveys, and web analytics.

• Identifying and correcting data inconsistencies, duplicates, and errors to ensure data quality.

• Performing statistical analysis using tools like SQL, Python, or R to identify patterns, trends, and correlations within datasets.

• Creating clear and compelling charts, graphs, and dashboards to communicate complex data insights to stakeholders.

• Developing comprehensive reports with key findings and actionable recommendations, presenting them to relevant decision-makers.

• Working with cross-functional teams like marketing, sales, and operations to understand business needs and identify relevant data analysis questions.

• Designing and maintaining data systems and databases to ensure data integrity and accessibility.

• Analyzing data to discover potential areas for process optimization and business enhancement

• Liaise with technical, operations, and customer service teams to ensure cohesive and efficient service delivery. 

• Regularly inspect services and tickets to verify compliance with quality standards, including reviewing documentation and processes. 

Basic Qualifications: 

• Bachelor’s degree.

o Education Equivalency: High School and 11 years of experience.

• Minimum 5 years of working experience.

• Minimum 2 years of experience in e-business, digital transformation, or a similar role within IT or service management. 

• Minimum 2 years of experience leading multiple projects concurrently. 

• Minimum 2 years of experience in e-commerce platforms, CRM tools, data analytics, and digital marketing. 

• Public Trust Clearance required.

Preferred Qualifications:

• Strong problem-solving skills with a results-oriented approach and the ability to manage ambiguity. 

• Excellent client engagement and communication skills, with a proactive and collaborative mindset. 

• Professional certification in project management (e.g., PMP) or IT service management (e.g., ITIL) is a plus. 

• Familiarity with Agile and Lean methodologies. 

• Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous.