Position Summary
We’re looking for a proactive, analytical problem solver who thrives at the intersection of quality and data. The Business Analyst (Quality & Data Analytics) strengthens service performance across multiple programs and corporate initiatives by validating processes, reviewing workflows, coordinating testing activities, and ensuring accuracy and consistency in service delivery.
This role also digs into data using tools such as Python and BI platforms to uncover trends, evaluate performance, and translate complex metrics into clear, actionable insights for leadership. The Business Analyst supports corporate-wide quality operations and analytics efforts, serving as a shared resource and backup to both Quality Assurance and Data Science functions across the PMO.
This position also contributes to innovative efforts by testing new features, validating emerging technologies, and helping shape data-driven solutions that enhance overall service excellence. This role requires the ability to work both independently and collaboratively, supporting teams across different programs and projects, with regular onsite work and travel as needed to meet corporate or client requirements.
This is a dynamic hybrid role for someone who enjoys moving between structured QA discipline and exploratory data analysis, and who brings curiosity, precision, and clear communication to both.
Core Competencies
- Strong analytical thinking with the ability to spot patterns, anomalies, and root causes
- Clear and concise communicator across technical and non-technical audiences
- High attention to detail in quality checks, documentation, and data outputs
- Skilled in interpreting data and turning insights into actionable recommendations
- Organized and reliable with strong time management and follow-through
- Proactive problem solver who anticipates issues and drives continuous improvement
- Collaborative team player comfortable working with QA, data, and leadership groups
- Adaptable and resourceful when juggling shifting priorities or new technologies
- Strong commitment to accuracy, consistency, and service quality
- Curious mindset with a drive to experiment, learn, and refine processes
Key Responsibilities & Essential Duties
- Conduct quality reviews of processes, documentation, and service outputs to ensure accuracy, consistency, and compliance with established standards
- Perform root cause analysis on recurring issues and develop clear recommendations for corrective and preventive actions
- Track, monitor, and report quality metrics, trends, and performance indicators for leadership and client stakeholders
- Build, maintain, and enhance dashboards and reports using Power BI or similar tools to visualize service performance and operational trends
- Validate data accuracy across systems, reconcile discrepancies, and ensure integrity of analytics outputs
- Support testing and evaluation of new tools, features, and improvements including emerging technologies and GenAI capabilities
- Develop clear, well-structured documentation including QA findings, analytics summaries, SOP updates, and process improvements
- Partner with the Quality Assurance Specialist and Data Scientist to coordinate workload, ensure coverage, and maintain high-quality deliverables
- Support continuous improvement efforts by identifying inefficiencies and proposing data-informed enhancements
- Assist with preparing reports, presentations, and briefings for leadership, program managers, and federal client stakeholders
- Collaborate with IT, operations, and PMO staff to ensure alignment on priorities, timelines, and quality expectations
- Other duties as assigned
Qualifications
Required:
- Bachelor’s degree in data analytics, information systems, business, or a related field — or equivalent experience.
- Three or more years of experience in data analysis, quality assurance, or a combined analytics/QA environment.
- Practical experience using Python to analyze data, validate outputs, or automate routine tasks.
- Experience supporting quality assurance or quality control activities, including identifying issues, validating data accuracy, and performing root cause and trend analysis.
- Ability to work with emerging technologies, including generative AI, automation tools, and advanced analytics platforms, to support testing, data validation, and innovation initiatives.
- Hands-on experience working in ServiceNow or a comparable ITSM platform.
- Proficiency with Microsoft 365 tools including SharePoint, Teams, PowerPoint, Word, and Excel.
- Strong written and verbal communication skills, with the ability to turn data and findings into clear, actionable insights.
- Ability to manage multiple priorities, meet deadlines, and operate in a fast-paced IT environment.
- High attention to detail, accuracy, and documentation discipline.
- Ability to collaborate effectively with technical teams, program leadership, and client stakeholders.
Nice to Have:
- Experience building dashboards or visualizations using Power BI, Tableau, or similar business intelligence tools.
- Experience contributing to continuous improvement efforts or workflow optimization
- Working knowledge of SQL for querying datasets and validating data accuracy.
- Experience creating visual diagrams, flowcharts, or job aids using tools like Visio, Canva, or similar
- Background supporting federal contracts, compliance-driven environments, or IT service management programs
- ITIL certification
- Technical writing experience
- Experience supporting or coordinating with quality assurance teams or data analytics teams
Required Clearances/ Certifications
- Authorized to work in the U.S
- Must be able to acquire Public Trust Clearance
Work Environment / Location Expectations
- Primarily onsite with possible hybrid options depending on business needs
- Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
- Moderate travel within the Washington D.C. metro area required (~25%)
Benefits:
- Medical, Dental and Vision Coverage
- 401 (k) Matching
- PTO
