Data & Insight Analyst II

About the position Veteran Benefits Guide is seeking an experienced Data & Insights Analyst II to support our Operations, IT, and Quality Assurance teams. This role will serve as a bridge between raw operational data and strategic action, delivering high-impact dashboards and analytical insights that drive performance, optimize systems, ensure service-level alignment, and support quality outcomes. The ideal candidate has strong Power BI expertise, warehouse-layer data modeling experience, and a proven ability to turn operational trends into actionable insights. They should be comfortable navigating system performance data, quality assurance metrics, workflow bottlenecks, policy compliance indicators, and cross-departmental process improvement opportunities. This role may also support the design of SOP and policy adherence frameworks. Responsibilities • Develop and maintain Power BI dashboards and paginated reports for operational performance, IT system uptime, QA scoring trends, SOP compliance, and team productivity • Collaborate with Operations, IT, and QA leaders to define KPIs, SLA thresholds, and performance indicators • Transform and model data from bronze to silver to gold layers in the data warehouse to optimize usability and performance • Analyze team productivity, system usage, ticket trends, workflow lag, audit outcomes, and error root causes • Build tools to monitor real-time and historical data that support SLA tracking, compliance audits, and process reliability • Support ad hoc operational data requests and root cause investigations through custom analyses • Recommend and support the development or revision of standard operating procedures (SOPs), internal policies, compliance processes, and training workflows based on trends in quality, volume, and turnaround time • Define and monitor compliance metrics and process adherence indicators in collaboration with QA and IT teams Requirements • Power BI Expertise: Proficient in dashboard/report development, DAX, Power Query (M), and Power BI performance optimization • Data Modeling: Strong experience with SQL and modern data warehouse architecture (bronze/silver/gold layers) • Operational Insight: Experience working with production metrics, workflows, ticketing or IT service management data, and QA scoring • Analytical Thinking: Able to identify trends, anomalies, and outliers with operational or compliance consequences • Communication: Capable of communicating findings clearly to technical and non-technical teams • Stakeholder Collaboration: Able to balance priorities across Ops, QA, and IT functions • Problem Solving: Uses data to diagnose and help fix inefficiencies, delays, or quality concerns • Process Governance: Familiarity with SOP creation, compliance tracking, and internal policy alignment • Business Acumen: Familiarity with departmental goals in Ops, QA, and IT • Self-Motivation: Takes initiative and contributes proactively to cross-functional improvements • Bachelor’s degree in Data Analytics, Computer Science, Information Systems, or a related field, or equivalent experience • 2–5 years of experience in business intelligence, data analysis, or operational analytics roles • Demonstrated experience in Power BI and large-scale dashboard development • Demonstrated experience working with data warehouses, including data ingestion, normalization, and transformation • Experience working with operational data, system logs, quality review scores, or SOP/policy metrics • Experience supporting or developing compliance reporting, internal policies, and SOPs in partnership with Operations, IT, or QA stakeholders • Proven ability to support cross-functional teams focused on performance, compliance, and process outcomes Nice-to-haves • SnowPro Advanced: Data Analyst Certification • Power BI Data Analyst, Microsoft PL-300 Certification • Lean Six Sigma Yellow/Green Belt • dbt Fundamentals Certification • Familiarity with ITSM tools (e.g., Jira, ServiceNow), QA scoring frameworks, or process improvement methodologies (Lean, Six Sigma) Apply tot his job