Mobile Services Reporting Analyst

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Highlights of 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.

Requirements:

• 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.

Education and Experience: 

• 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.
• Experience supporting a DoD or J6 customer is a plus.
• Certification:
  • ITIL v4 Foundations, CompTIA Security+
• Preferred:
  • CompTIA A+, MDM platform certification (Intune, Jamf, or equivalent)

Physical Requirements: 

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weights up to 50 pounds

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.