Note: The job is a remote job and is open to candidates in USA. Empower AI is a company focused on providing AI solutions for government agencies. They are seeking a Mobile Services Reporting Analyst to analyze mobile device service data, produce performance reports, and support mobile program reviews.
Responsibilities
- 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
Skills
- 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
- Required Education: Bachelor's degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied
- Required Experience: 2 or more years of professional experience supporting a similar role
- Certification: ITIL v4 Foundations, CompTIA Security+
- Experience supporting a DoD or J6 customer is a plus
- CompTIA A+, MDM platform certification (Intune, Jamf, or equivalent)
Company Overview
Empower AI is a diversified IT and professional services company that provides software development, information assurance. It was founded in 1989, and is headquartered in Reston, Virginia, USA, with a workforce of 501-1000 employees. Its website is https://www.empower.ai/.