Mobile Services Reporting Analyst

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

Empower AI helps federal agency leaders elevate their workforce productivity. We leverage deep technical expertise and decades of experience solving complex challenges in Civilian and Defense missions to ensure America’s missions are met. Our solutions give government leaders a direct path to meaningful transformation, equipping them with the insights and tools necessary to make critical decisions faster and move their missions forward.

📋 Description

• Analyzes mobile device service data from ServiceNow and MDM platforms to generate performance reports and trend analyses. • Produces regular reporting on mobile program metrics including device inventory, activation rates, ticket volumes, SLA compliance, and data usage. • Supports QA activities for mobile support operations, reviewing ticket quality, process adherence, and customer satisfaction data. • Coordinates with carrier representatives to obtain billing data, usage reports, and account summaries. • Maintains mobile device inventory records and reconciles MDM inventory against DPAS asset records. • Identifies trends and anomalies in mobile usage data and escalates findings to the Mobile Wireless Manager. • Develops and maintains reporting templates and dashboards for mobile program leadership. • Supports monthly, quarterly, and annual mobile program reviews with data analysis and presentation support. • Assists with cost modeling and spend analysis for mobile services. • Documents mobile reporting procedures and maintains data dictionaries for mobile program metrics.

🎯 Requirements

• Shall possess at the time of award a Secret security clearance • Strong customer service orientation. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Good written, oral, and interpersonal communication skills. • Ability to conduct research into PC and software issues and products as required. • Ability to present ideas in business-friendly and user-friendly language. • Highly self-motivated and directed. • Keen attention to detail. • Team-oriented and skilled in working within a collaborative environment. • Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied. • 2 or more years of professional experience supporting a similar role. • Certification: ITIL v4 Foundations, CompTIA Security+

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Professional development opportunities