Data Analyst (Contact Center)

Highlight is seeking a data analyst to provide data analytics/visualization support on our federal health contractor program. This position is fully remote.

Responsibilities

• Manage help desk analytics for HHS contact center
• Utilize CRM (ServiceNow) to track contact center performance and configure KPI reports
• Assist and work with internal teams to resolve data export related issues. ·
• Maintain database documentation
• Interact and collaborate with government customers through ServiceNow tickets, emails, meetings and phone

Qualifications

• Minimum of 3 years of experience using CRM systems to track customer interactions, triage requests, and generate actionable insights.
• Experience developing dashboards, tracking KPIs, and reporting performance to internal and external stakeholders.
• Familiarity with CRM systems and data visualization or analytics tools such as Salesforce, Power BI, or similar platforms to support reporting and performance tracking.
• Ability to work with program staff to translate data into operational improvements
• Bachelor's degree or higher
• Ability to obtain Public Trust