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Job details
 
Job Title: Data Analyst Manager
Job Category: Customer Service/Support/Call Center
Job Reference: DAM - H2018
Job description:  
Full-time position, Immediate opportunity
Local Candidates Only - No relocation paid.

Join the Forensic Technology Team!
Forensic Technology Inc., a part of Ultra Electronics, pioneered automated ballistics identification and analysis over 20+ years ago and continues to be a leader in forensic ballistics and firearms identification technologies that promote a safer society.

Description
Reporting to the Manager of Global Support Service and acting on his behalf, the Data Analyst Manager (DAM), will manage all resources and processes contributing to the Information Systems utilized by the Global Support Services Department. This includes the selection of data for optimization for use by the department, managing the processes for data entry and auditing, managing internal and external requests for data analysis, managing the further development of systems, managing the quality and schedule of all Service Level Agreement (SLA) required reports, and managing the overall data flow to and from the Planner.

The DAM will be responsible for the performance and all training requirements of the Systems Administrator, Data Analysts, Report Writers and the Planner, and will partner with the local Operations Manager and other Stakeholders for resources for continual updates to the data contained in the Incident Managing System (IMS), which is currently ITSM.

Roles and Responsibilities
The Data Analyst Manager has responsibilities for several groups within Support Services:
For all employees reporting to the Data Analyst Manager:
• Plan employees’ workloads
• Evaluate employees’ performance and manage their development through the current HR policies and protocol, identify necessary training plans, etc.
• Ensure data quality controls are implemented in and around all Global Support information systems and engage all other Support Managers and other Incident Managing System (IMS), which is currently ITSM
• IMS Stakeholders to assist in enforcing these controls for the personnel under their responsibility. The quality of data is critical to controlling the cost of the support services.
As manager of the Global Support System Administrator, the Data Analyst Manager will:
• Continually evaluate the state of the IMS and develop recommendations for improvements for efficiencies, upgrades, etc.
• Attend IMS meetings and recommend changes to procedures when necessary to gain efficiency or improve accuracy of data.
• Partner the System Administrator on projects for auditing of the data contained in IMS or other Data systems.
• Report data audit findings and recommend/implement improvements with the cooperation and buy-in of all Support managers and other IMS Stakeholders.
As manager of the Global Support Data Analysts, the Data Analyst Manager will:
• Develop reporting standards for internal and external requests to include: Request reception and triage, validation of understanding, quality/accuracy, report appearance, delivery, and archiving including all SQL scripts and documentation.
• Develop procedures and training plans to transfer production of validated recurring reports to the report writing staff or requestors.
• Develop the staff for proactive Data Analysis – develop predictive analysis skills for the team to look for trends in data that will assist the GCS Operation Managers and other IMS Stakeholders with decision making to improve all aspects of the services delivered.
• Develop processes to identify missing data and implement plans to update data, when necessary.
• Must guide the team through data anomalies, internal projects, and corrective action for inaccurate or missing data.
As manager of the Global Support Report Writers, the Data Analyst Manager will:
• Manage the schedule of all report deliverables accounting for the resources needed during peak delivery times.
• Attend the SLA Triage Meeting and manage the Reporting Change Control Board (RCCB) meetings.
• Continuously analyze reporting processes and tools to improve automation, performance and quality of GCS Reporting.
• Ensure new reporting requirements (from the Data Analysis Group) are trained to the Report Writing staff and scheduled appropriately and analyze the impact on manpower requirements.
• Build/Maintain a manpower requirements tool for the Report Writing Group.
As manager of the Global Support Planner, the Data Analyst Manager will:
• Develop and maintain procedures to ensure all schedule data (report writing, technician schedules, etc.), and Service Level Agreements (SLA) from PMO/Contracts, are available to the Global Support Planner.
• Develop and maintain an alert procedure to notify GCS Managers of any potential contractual deliverable in jeopardy, including any penalties that may be applied should the service not be delivered.
Other responsibilities:
• The Data Analyst Manager will participate in the Customer Care program, and may be required to travel to customer sites for face to face meetings.
• The Data Analyst Manager will participate in various Global Customer Services (GCS) meetings including the “GCS Offsite” meetings that could be held at other Forensic Technology locations.

Benefits
Health, Dental, Vision, STD, LTD, Life, AD&D, 401K/Roth - ER match, paid time off (accrued at 15 days per year), 10 paid national holidays, stock-save plan, performance-based bonus, work-shirts and tools provided, community service
Also, a company credit card, laptop, cell phone, etc. ALL work-related expenses are paid for by the employer including flights, miles, rental car, hotels, etc. All miles/points accrued (airplane, hotel, etc.) are yours to keep and use.
Skills:  
REQUIREMENTS
MUST have valid USA passport (or can obtain one).
MUST have a good driving record, good credit history, clear criminal background, no misconduct in employment history, etc.
NO drug or alcohol related tickets, arrests, violations, or convictions
MUST be able to complete a Dept. of Justice background check, and obtain/maintain an ATFE clearance.
Preferred multi-lingual - Must be able to read, write, and speak fluent English.
• College degree or equivalent, preferably in Information Systems or Data Analysis
• 10 years related work experience including 5 years in one of these disciplines: Support Center experience, statistical reporting, Customer Services, or Project Management
• Must have, or ability to quickly develop, an excellent understanding of Forensic Technology products, including the data available in the FT Product databases
• Have certification or be fluent in Support Center processes and standards or have certification, such as ITIL
• Must be able to obtain and maintain an ATF Security Clearance
• Experience with Support Software (like ITSM) or similar Business Applications
• Experience with Reporting software and knowledge of Data analysis techniques
• Intermediate level SQL knowledge
• Comfortable in presenting data analysis results to managers and customers
• Possess excellent verbal and written communication skills
• Good knowledge of operating systems and office software including MS Office Suite
• Must be comfortable dealing with different levels of Management internally
• Must be able to manage customer’s expectations
• Must be analytical and comfortable working with numbers
• Ability to work independently
• Must establish a team-work mentality
Employment type:
  • Full Time
Salary Range: 64000, plus full ben USD annual
 
Other Information
 
Degree: Unspecified
Experience (year): 0
Job Location: Largo - Florida - USA
Zipcode: 33773
 
Post Date: 02/08/2018
 
 
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