Data Analyst

Velocity is seeking a high skilled Data Analyst. The Data Analyst is responsible for transforming data into actionable insights that support strategic and operational decision-making across the organization. This role partners with leaders in Field Operations, Sales, Finance, Service Delivery, Customer Success, and Executive Management to analyze business performance, identify trends, and develop reporting solutions that drive growth, operational efficiency, and profitability.

The ideal candidate combines strong analytical skills, business acumen, and technical expertise to manage data from multiple systems including CRM, ERP, billing platforms, customer support systems, and network monitoring tools.

Key Responsibilities: 

 

Field Operations Analytics & Workforce Performance

• Analyze field service operations to improve technician productivity, service quality, customer experience, and operational efficiency.

• Develop and maintain dashboards tracking field service KPIs, including technician utilization, first-time fix rate (FTFR), mean time to repair/resolve (MTTR), installation cycle time, dispatch efficiency, truck rolls, and appointment adherence.

• Monitor and analyze service delivery performance across managed IT, connectivity, security, and network infrastructure solutions.

• Identify trends in repeat service calls, installation delays, outage response times, and service quality issues, and provide recommendations for corrective action.

• Analyze cost per service call, labor and overtime cost trends, truck-roll reduction opportunities, and budget variance to support cost control efforts.

• Forecast staffing and resource needs by evaluating technician workloads, service demand, seasonality, territory coverage, and capacity constraints; partner with leadership on headcount and workforce planning.

• Analyze route efficiency, travel time, fuel utilization, and scheduling effectiveness to reduce operational costs and improve customer responsiveness.

• Partner with Field Operations leadership to establish performance benchmarks, scorecards, and operational targets.

• Measure performance against Service Level Agreements (SLAs) and customer commitments, identifying risks and areas for improvement.

• Conduct root cause analyses related to service delivery challenges and technician performance metrics.

• Develop predictive models that anticipate service demand, resource constraints, and operational bottlenecks.

• Support continuous improvement initiatives through data-driven recommendations that enhance field productivity, customer satisfaction, and operational scalability.

Additional Field Operations KPIs the Data Analyst may develop and report on:

• Jobs Completed per Technician per Day

• Repeat Dispatch Rate

• Service Order Backlog

• On-Time Installation Percentage

• Territory Productivity Metrics

• Overtime Utilization

• Revenue per Technician

• Field Service Profitability

 

Data Analysis, Reporting & Business Partnership

• Collect, validate, analyze, and interpret data from multiple business systems.

• Develop dashboards, scorecards, KPIs, and management reports using business intelligence tools.

• Identify trends, patterns, and opportunities that improve business performance.

• Translate complex data into clear and actionable recommendations for business leaders.

• Create recurring and ad hoc reports to support operational and strategic initiatives.

• Analyze managed services, connectivity, and recurring revenue data.

• Monitor customer usage, service adoption, churn indicators, and retention metrics.

• Evaluate network performance, service quality, uptime, and operational efficiency metrics.

• Support analysis of customer contracts, renewals, profitability, and service utilization.

• Track and report on key business metrics such as monthly recurring revenue (MRR), annual recurring revenue (ARR), churn, customer lifetime value, and SLA performance.

• Maintain data integrity and consistency across reporting platforms.

• Identify and resolve data quality issues and discrepancies.

• Develop and maintain automated reporting processes and data models.

• Document data definitions, reporting standards, and analytical methodologies.

• Support data governance initiatives and best practices.

• Collaborate with department leaders to understand business requirements and reporting needs.

• Present findings and recommendations to management and executive teams.

• Assist with forecasting, budgeting, capacity planning, and strategic planning initiatives.

• Support operational improvement and process optimization efforts through data-driven insights.

Education, Skills & Qualifications: 

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Business Analytics, Information Systems, Economics, Computer Science, or a related field.

• Equivalent combination of education and experience may be considered.

• 3-5 years of experience in data analysis, business intelligence, or reporting.

• Experience working with large datasets and multiple data sources.

• Experience creating dashboards and reports for business stakeholders.

• Field operations, managed services, technology services, or related industry experience preferred.

• Advanced proficiency in Microsoft Excel.

• Experience with Power BI, Tableau, or similar business intelligence tools.

• Understanding of relational databases and data warehousing concepts.

• Familiarity with statistical analysis techniques and forecasting methodologies.

Preferred Qualifications: 

• Experience supporting executive-level reporting and KPI development.

• Experience using AI tools (such as Copilot, ChatGPT, or Claude) to support data analysis, reporting, or productivity.

Key Competencies:

• Analytical Thinking

• Problem Solving

• Attention to Detail

• Business Acumen

• Data Visualization

• Communication and Presentation Skills

• Project Management

• Critical Thinking

• Collaboration and Teamwork

• Continuous Improvement Mindset

 

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

 

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

 

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

 

Our Values – Collaborative and Strong at the Core

• Customer-obsessed

• One team

• Do the right thing

• Let’s go!

 

Our Benefits

• Medical, Dental, Vision

• PTO & Paid Holidays

• Paid Sick Time

• Paid Parental Leave

• 401K – with Employer Match

• Company provided Life Insurance, Short/Long-Term Disability

• Supplemental Benefits Available

 

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

 

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.