[Hiring] Enterprise Tier 2 Service Operations & Data Analyst @Shadow Objects

Role Description

ShadowObjects LLC is seeking an Enterprise Tier 2 Service Operations & Data Analyst to support a Department of the Navy enterprise procurement and eBusiness support capability. This role sits at the intersection of service delivery, data analysis, and continuous improvement across the DON procurement and eBusiness ecosystem. The analyst will help the Tier 2 team understand:

• What users are experiencing
• Where demand is coming from
• Which issues are recurring
• How effectively cases are being resolved
• Where systemic changes can reduce future support requirements

The position will work across interconnected procurement processes, data, and systems, including, as applicable:

• ePS
• AMS
• Navy ERP
• PIEE
• SAM.gov
• NECO
• Other current or emerging DON and DoD procurement platforms and interfaces

The successful candidate will not simply produce reports. They will use service and system data to:

• Identify patterns
• Investigate root causes
• Support workload decisions
• Provide actionable insight to government and contractor leadership

Qualifications

• Bachelor’s degree in data analytics, business, information systems, operations research, public administration, management, or a related discipline
• Minimum 5 years of relevant professional experience in data analysis, business analysis, service operations, IT service management, program analysis, or a similar field
• Demonstrated experience analyzing operational data and translating findings into actionable recommendations
• Ability to structure imperfect or incomplete operational data for meaningful analysis
• Experience developing performance measures, metrics, KPIs, and recurring reporting
• Strong analytical and problem-solving skills
• Ability to identify patterns and root causes rather than simply report activity counts
• Ability to analyze issues that span multiple systems, processes, or organizational boundaries
• Strong written and verbal communication skills
• Ability to present analytical findings clearly to both technical and non-technical audiences
• Ability to work independently in a distributed team environment
• Active DoD SECRET clearance

Requirements

• Experience supporting the Department of Defense or Department of the Navy
• Experience with federal acquisition, contracting, procurement, financial management, or Procure-to-Pay processes
• Familiarity with the DON and DoD eBusiness ecosystem, including systems such as ePS, AMS, Navy ERP, PIEE, SAM.gov, NECO, or comparable procurement platforms
• Experience analyzing system interfaces, data handoffs, or end-to-end business processes across multiple applications
• Experience with service desks, Tier 2 support organizations, ITSM environments, or case-management systems
• Familiarity with ServiceNow or similar ticket-management platforms
• Experience performing root-cause analysis or continuous-process-improvement analysis
• Familiarity with Lean, Six Sigma, Agile, or similar improvement methodologies
• Experience developing workload models, staffing forecasts, or service-capacity analysis
• Experience integrating information from multiple systems or data sources
• Knowledge of DoD data-handling and CUI requirements

Benefits

• Recommended Salary Range: $95,000–$135,000 annually
• Occasional travel may be required