Data & Insight Analyst II

About the position Veteran Benefits Guide is seeking an experienced Data & Insights Analyst II to support our Operations, IT, and Quality Assurance teams. This role will serve as a bridge between raw operational data and strategic action, delivering high-impact dashboards and analytical insights that drive performance, optimize systems, ensure service-level alignment, and support quality outcomes. The ideal candidate has strong Power BI expertise, warehouse-layer data modeling experience, and a proven ability to turn operational trends into actionable insights. They should be comfortable navigating system performance data, quality assurance metrics, workflow bottlenecks, policy compliance indicators, and cross-departmental process improvement opportunities. This role may also support the design of SOP and policy adherence frameworks.

Responsibilities

• Develop and maintain Power BI dashboards and paginated reports for operational performance, IT system uptime, QA scoring trends, SOP compliance, and team productivity
• Collaborate with Operations, IT, and QA leaders to define KPIs, SLA thresholds, and performance indicators
• Transform and model data from bronze to silver to gold layers in the data warehouse to optimize usability and performance
• Analyze team productivity, system usage, ticket trends, workflow lag, audit outcomes, and error root causes
• Build tools to monitor real-time and historical data that support SLA tracking, compliance audits, and process reliability
• Support ad hoc operational data requests and root cause investigations through custom analyses
• Recommend and support the development or revision of standard operating procedures (SOPs), internal policies, compliance processes, and training workflows based on trends in quality, volume, and turnaround time
• Define and monitor compliance metrics and process adherence indicators in collaboration with QA and IT teams

Requirements

• Power BI Expertise: Proficient in dashboard/report development, DAX, Power Query (M), and Power BI performance optimization
• Data Modeling: Strong experience with SQL and modern data warehouse architecture (bronze/silver/gold layers)
• Operational Insight: Experience working with production metrics, workflows, ticketing or IT service management data, and QA scoring
• Analytical Thinking: Able to identify trends, anomalies, and outliers with operational or compliance consequences
• Communication: Capable of communicating findings clearly to technical and non-technical teams
• Stakeholder Collaboration: Able to balance priorities across Ops, QA, and IT functions
• Problem Solving: Uses data to diagnose and help fix inefficiencies, delays, or quality concerns
• Process Governance: Familiarity with SOP creation, compliance tracking, and internal policy alignment
• Business Acumen: Familiarity with departmental goals in Ops, QA, and IT
• Self-Motivation: Takes initiative and contributes proactively to cross-functional improvements
• Bachelor’s degree in Data Analytics, Computer Science, Information Systems, or a related field, or equivalent experience
• 2–5 years of experience in business intelligence, data analysis, or operational analytics roles
• Demonstrated experience in Power BI and large-scale dashboard development
• Demonstrated experience working with data warehouses, including data ingestion, normalization, and transformation
• Experience working with operational data, system logs, quality review scores, or SOP/policy metrics
• Experience supporting or developing compliance reporting, internal policies, and SOPs in partnership with Operations, IT, or QA stakeholders
• Proven ability to support cross-functional teams focused on performance, compliance, and process outcomes

Nice-to-haves

• SnowPro Advanced: Data Analyst Certification
• Power BI Data Analyst, Microsoft PL-300 Certification
• Lean Six Sigma Yellow/Green Belt
• dbt Fundamentals Certification
• Familiarity with ITSM tools (e.g., Jira, ServiceNow), QA scoring frameworks, or process improvement methodologies (Lean, Six Sigma)

Apply tot his job Apply To this Job