Data Analytics
Innovation
User Experience (UX)
Own your opportunity to serve as a critical component of our nation’s safety and security. Make an impact by using your expertise to protect our country from threats.
SNOW DATA ANALYST
We are seeking a detail-oriented IT support analyst to join our Digital Experience Team (DET) within the GREENWAY program. In this role, you will use data analysis tools like ServiceNow to examine support tickets and user feedback, with a primary focus on uncovering insights that enhance user experience. Your work will drive proactive UX improvements by analyzing trends, root causes, and user pain points, while optimizing data structures for more robust metrics for deeper insights. This position is ideal for a problem solver passionate about data-driven UX improvements, bridging IT operations with user needs.
MEANINGFUL WORK AND PERSONAL IMPACT
● Build and execute customer queries in ServiceNow and analyze ticket trends.
● Develop and propose ways to model data more effectively within SNOW to enable pulling higher quality metrics, such as predicative UX indicators.
● Conduct direct customer outreach to gather deeper insights into users’ problems, root causes, and overall experiences, translating qualitative feedback into UX-focused recommendations.
● Review and analyze survey feedback from users to detect emerging trends, sentiment shifts, and areas of improvement, collaborating with cross functional teams to implement targeted UX enhancements.
● Document findings in reports with dashboards.
● Stay updated on best practices in IT support analytics and emerging technologies like LLMs to continuously refine analysis.
WHAT YOU’LL NEED TO SUCCEED
Bring your expertise and drive for innovation to GDIT. The SNOW Data Analyst must have:
● Education: Bachelor of Arts/Bachelor of Science
● Experience: 8+ years of related experience in IT support or data analysis with hands-on proficiency in ServiceNow for query building, reporting, and data modeling.
● Technical skills: Strong analytical skills, including the ability to interpret data patterns, perform root cause analysis, and improve data structures for better metrics.
● Security clearance level: TS/SCI w/Poly
● US citizenship required
● Role requirements: Excellent communication and interpersonal skills with experience conducting customer outreach; familiarity with IT service management frameworks; ability to work independently in a fast-paced environment with a proactive mindset towards problem solving, data innovation, and UX optimization.
● Location: On Site Annapolis Junction, MD
● Certification: IAT Level II
GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
● Growth: AI-powered career tool that identifies career steps and learning opportunities
● Support: An internal mobility team focused on helping you achieve your career goals
● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
● Community: Award-winning culture of innovation and a military-friendly workplace
OWN YOUR OPPORTUNITY
Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.
#GlobalServices
8 + years of related experience
* may vary based on technical training, certification(s), or degree
CompTIA Security+ CE | CompTIA - CompTIA
Less than 10%
U.S. Citizenship Required
The likely salary range for this position is $136,000 - $184,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans