Service Desk Reporting Specialist

Description

The company does technology work for US federal agencies, supporting defense, national security, public safety, civilian and military health organizations.

It has more than 13,000 people and operates as a technology company within a larger global firm.

The team works on federal missions and aims to improve how government agencies operate and serve the public.

Responsibilities

• Run the full operational reporting process: set intake standards, rank deliverables, and manage both one-off and recurring report pipelines.
• Build and maintain dashboards, synthetic monitoring alerts and performance views in Splunk, Dynatrace, CloudWatch and current BI tools.
• Write and tune complex SQL and analysis scripts to pull and check system, incident and transaction data.
• Work with service desk leaders and senior clients to set, refine and track KPIs and SLAs that fit organizational goals.
• Study performance trends to find bottlenecks, incident patterns and processing delays, then turn results into concise executive briefings and presentations.
• Create and maintain data auditing, cleaning and validation routines, and automate manual collection to save effort.
• Combine varied datasets into clear narratives, trend analyses, forecasts and summaries for technical and non-technical readers.
• Manage the reporting request queue, define scope, set expectations and lead reporting projects with limited oversight.

Requirements

• Required: You must be a US citizen who can obtain a Public Trust clearance.
• Required: Solid background in operational reporting, analytics or business intelligence, ideally in service desk or IT operations.
• Required: Skill in SQL for complex queries, data extraction and performance tuning.
• Required: Hands-on use of Splunk, Dynatrace, CloudWatch and at least one BI platform such as PowerBI or Tableau.
• Required: Advanced Excel and data manipulation skills, including work with large datasets.
• Required: Ability to design dashboards, synthetic monitoring alerts and performance visualizations.
• Required: Strong analytical skills to spot trends, diagnose issues and give clear, actionable insights.
• Required: Ability to explain complex findings to both technical and non-technical stakeholders.
• Required: Experience handling several reporting requests at once, with strong prioritizing and organizing.
• Preferred: Experience designing reporting frameworks, reporting standards or automated data pipelines.
• Preferred: Python for analytics scripting or data processing automation.
• Preferred: Background in ITIL, service management or service desk operations.
• Preferred: Experience forecasting trends, building predictive dashboards or writing executive-level performance narratives.
• Preferred: Exposure to data quality management, data auditing or repeatable validation workflows.
• Preferred: Experience leading small initiatives, mentoring colleagues or influencing reporting strategy in a team.

Conditions

Local law requires the company to publish pay ranges for roles in California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington and the District of Columbia.

The base pay range for this role in those locations is $81,000 - $154,700 USD.

Pay depends on factors such as office location, role, skill set and experience level.

Applications are accepted on an ongoing basis, and there is no fixed deadline.

The company is committed to equal opportunity and an inclusive workplace.

Benefits

• A wide variety of benefits is offered.
• Support for certifications and industry training to help you learn and grow.