[Remote] Data Analyst
Note: The job is a remote job and is open to candidates in USA. Velocity, A Managed Solutions Company, is seeking a highly skilled Data Analyst. The Data Analyst is responsible for transforming data into actionable insights that support strategic and operational decision-making across the organization.
Responsibilities
- Analyze field service operations to improve technician productivity, service quality, customer experience, and operational efficiency
- Develop and maintain dashboards tracking field service KPIs, including technician utilization, first-time fix rate (FTFR), mean time to repair/resolve (MTTR), installation cycle time, dispatch efficiency, truck rolls, and appointment adherence
- Monitor and analyze service delivery performance across managed IT, connectivity, security, and network infrastructure solutions
- Identify trends in repeat service calls, installation delays, outage response times, and service quality issues, and provide recommendations for corrective action
- Analyze cost per service call, labor and overtime cost trends, truck-roll reduction opportunities, and budget variance to support cost control efforts
- Forecast staffing and resource needs by evaluating technician workloads, service demand, seasonality, territory coverage, and capacity constraints; partner with leadership on headcount and workforce planning
- Analyze route efficiency, travel time, fuel utilization, and scheduling effectiveness to reduce operational costs and improve customer responsiveness
- Partner with Field Operations leadership to establish performance benchmarks, scorecards, and operational targets
- Measure performance against Service Level Agreements (SLAs) and customer commitments, identifying risks and areas for improvement
- Conduct root cause analyses related to service delivery challenges and technician performance metrics
- Develop predictive models that anticipate service demand, resource constraints, and operational bottlenecks
- Support continuous improvement initiatives through data-driven recommendations that enhance field productivity, customer satisfaction, and operational scalability
- Collect, validate, analyze, and interpret data from multiple business systems
- Develop dashboards, scorecards, KPIs, and management reports using business intelligence tools
- Identify trends, patterns, and opportunities that improve business performance
- Translate complex data into clear and actionable recommendations for business leaders
- Create recurring and ad hoc reports to support operational and strategic initiatives
- Analyze managed services, connectivity, and recurring revenue data
- Monitor customer usage, service adoption, churn indicators, and retention metrics
- Evaluate network performance, service quality, uptime, and operational efficiency metrics
- Support analysis of customer contracts, renewals, profitability, and service utilization
- Track and report on key business metrics such as monthly recurring revenue (MRR), annual recurring revenue (ARR), churn, customer lifetime value, and SLA performance
- Maintain data integrity and consistency across reporting platforms
- Identify and resolve data quality issues and discrepancies
- Develop and maintain automated reporting processes and data models
- Document data definitions, reporting standards, and analytical methodologies
- Support data governance initiatives and best practices
- Collaborate with department leaders to understand business requirements and reporting needs
- Present findings and recommendations to management and executive teams
- Assist with forecasting, budgeting, capacity planning, and strategic planning initiatives
- Support operational improvement and process optimization efforts through data-driven insights
Skills
- Bachelor's degree in Data Analytics, Statistics, Mathematics, Business Analytics, Information Systems, Economics, Computer Science, or a related field
- Equivalent combination of education and experience may be considered
- 3-5 years of experience in data analysis, business intelligence, or reporting
- Experience working with large datasets and multiple data sources
- Experience creating dashboards and reports for business stakeholders
- Field operations, managed services, technology services, or related industry experience preferred
- Advanced proficiency in Microsoft Excel
- Experience with Power BI, Tableau, or similar business intelligence tools
- Understanding of relational databases and data warehousing concepts
- Familiarity with statistical analysis techniques and forecasting methodologies
- Experience supporting executive-level reporting and KPI development
- Experience using AI tools (such as Copilot, ChatGPT, or Claude) to support data analysis, reporting, or productivity
Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- Paid Parental Leave
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Company Overview