Role Description ECS is seeking a Junior Data Support Analyst to support a growing business intelligence and data analytics team supporting DHS HQ. The Junior Data Support Analyst supports the effective use of an enterprise data analytics platform by serving as an initial point of engagement for platform users. This role focuses on: - Analyzing user inquiries and translating needs into well-defined requests. - Performing preliminary investigation of common issues. - Coordinating with technical teams to enable timely resolution. This position requires analytical thinking, strong communication skills, and the ability to work independently within established operational processes. Key responsibilities include: - Serve as an initial point of engagement for analytics platform users, assessing and triaging incoming data and platform-related inquiries. - Analyze user requests to determine root causes, required actions, and appropriate resolution paths. - Translate user needs into clearly defined requests and records within ServiceNow. - Perform preliminary investigation and analysis of common platform issues, including access, data availability, and usage questions. - Partner with senior data support analysts, data engineers, and platform teams to coordinate resolution of complex requests. - Develop and maintain user-facing documentation, FAQs, and knowledge articles to improve platform adoption and reduce recurring issues. - Support data users in understanding platform capabilities, best practices, and available datasets. - Track trends in user inquiries to identify recurring issues and recommend process or platform improvements. Salary Range: $60,000 - $70,000 Qualifications - Must be a US Citizen - Ability to successfully maintain a DHS Entry on Duty (EOD)/Public Trust - 1+ years of experience working in IT. - Familiarity with data analytics platforms, reporting tools, or data systems. - Experience documenting requirements and requests clearly and accurately. - Strong troubleshooting approach and problem-solving skills. - Strong written and verbal communication skills, especially in conveying technical information to non-technical users. - Experience working with service management or intake systems (e.g., ServiceNow). - Ability to manage multiple requests and priorities. - Experience in Agile environments.

• Perform deep-dive analyses across diverse data sources to identify trends, patterns, and opportunities. • Write and optimize custom SQL queries to extract, transform, and analyze data. • Use advanced Excel techniques (pivot tables, formulas, data modeling) to explore and visualize findings. • Create user-friendly Tableau reporting to illuminate critical business insights, analysis, and recommendations for senior stakeholders. • Proactively identify gaps, anomalies, and emerging patterns that may impact business performance. • Partner with cross-functional teams to support strategic and operational decision-making.

• Collaborate with cross-functional teams to gather and understand data and business requirements • Transform and clean data using Python (SQL is a plus) • Perform exploratory data analysis to identify trends, patterns, and anomalies • Assist in developing and implementing data models and algorithms • Analyze and interpret complex datasets to surface key metrics and statistical insights reports to communicate findings effectively

• Monitor, analyze and interpret the main KPIs for CX areas (NPS, student experience) and CSC (Finance, Facilities, HR, Service Management, etc.). • Produce periodic analyses and reports to support decision-making by internal stakeholders. • Identify variations, trends and improvement opportunities based on available data. • Contribute to data storytelling, facilitating the interpretation and understanding of results for different audience profiles. • Build new dashboards and reports in Power BI based on requests from the area or stakeholders. • Perform corrective and evolutionary maintenance of existing dashboards, ensuring accuracy, performance and timely updates. • Contribute to the understanding and documentation of new dashboard and KPI requirements to be forwarded to the external Data team. • Participate in the discovery process for new solutions and scopes. • Identify automation opportunities for manual or repetitive processes within the area. • Support the structuring and standardization of analytical processes and dashboard development.