Reporting & Workforce Analytics Analyst

Reporting & Workforce Analytics Analyst

Associate II - Cloud Infrastructure Services

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

The Reporting & Workforce Analytics Analyst is responsible for developing operational insights that support the effective management of IT performance. This role focuses on reporting, trend analysis, workforce forecasting, and operational analytics to improve service delivery, staffing optimization, and performance management.

The opportunity:

* Develop and maintain daily, weekly, and monthly operational reports for performance.

* Create dashboards that track key service metrics such as ticket volume, resolution time, SLA compliance, backlog trends, and service availability.

* Consolidate data from multiple sources to produce clear and meaningful operational insights.

* Workforce Management & Forecasting

* Analyze historical ticket trends to support staffing forecasts and workload planning.

* Assist with workforce management reporting, including agent productivity, schedule adherence, and capacity utilization.

* Identify patterns in ticket volumes to support resource planning and shift optimization

* Operational Analytics

* Perform trend analysis and root cause insights to identify recurring issues impacting service desk performance.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

* Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, data analysis).

* Experience building interactive dashboards using Power BI.

* Ability to work with large operational datasets and transform them into meaningful insights.

* Familiarity with data visualization and reporting best practices.

* Basic understanding of data modeling and data preparation techniques.

* Analytical Skills:

* Strong analytical and problem-solving abilities.

* Ability to identify patterns, trends, and operational insights from data.

* Experience in trend analysis, forecasting, and performance reporting.

* Operational Understanding

* Exposure to IT Service Desk operations, ticketing systems, or ITSM environments is preferred.

* Understanding of service metrics such as SLA, response time, resolution time, and ticket volume trends.

* Soft Skills:

* Strong communication and presentation skills.

* Ability to explain analytical findings in simple operational terms.

* Detail-oriented with strong organizational and documentation skills.

* Ability to work collaboratively with operations and leadership teams.

* Preferred Qualifications:

* Bachelor's or Master's degree in Data Analytics, Data Science, Information Systems, Business Analytics, or related field.

* Experience with service management or workforce analytics reporting.

* Familiarity with ITSM tools such as ServiceNow, Remedy, or similar platforms is a plus.

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Virginia

Compensation Range : $48,000-$72,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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