Senior AI Operations Data Analyst

About the Role

The Employee Experience Insights & AI Enablement Team is seeking a Senior Insights Analyst to function at the crossroads of artificial intelligence strategy, IT operations, and enterprise analytics. This role is distinct from traditional business intelligence positions, focusing on establishing a foundational analytics environment that enables the Central Technology team to understand, manage, and expedite AI investments while enhancing operational intelligence in IT services.

Key Responsibilities

• Lead the design and implementation of analytics platforms covering IT Service Management (ITSM) performance, AI expenditure governance, and measurement of knowledge worker productivity.
• Develop executive-level dashboards reflecting AI spending trends linked to strategic outcomes and flag inefficiencies with self-service accessibility.
• Maintain and scale the AI cost analytics platform utilizing LiteLLM, Snowflake, and LangSmith, integrating AI telemetry data to support detailed token usage attribution.
• Collaborate with multiple departments, including Cloud Services, InfoSec, and Finance to ensure precise and auditable spend governance models conforming to enterprise standards.
• Create and sustain dashboards and datasets supporting IT service delivery performance, overlapping with Global Service Desk, endpoint services, and employee experience operations.
• Coordinate data normalization and integration from ServiceNow, collaboration tools, and other operational datasets, identifying actionable insights to improve service delivery.
• Proactively scour IT and business data for AI-driven automation opportunities, assessing and prioritizing based on ROI and strategic alignment.
• Build an analytics framework assessing productivity impacts of AI tools on knowledge workers, establishing key performance indicators beyond simple adoption, capturing time savings, task deflections, quality, and employee feedback.
• Architect scalable analytics solutions merging Snowflake, Microsoft Fabric, LiteLLM, ServiceNow, and other enterprise systems into unified platforms with modern AI-assisted dashboards.
• Champion migration from traditional static reports to interactive, AI-enabled visualization tools, enforcing data governance and consistent integration patterns.

Qualifications and Experience

• Demonstrated success in data analysis, reporting, and dashboard creation involving operational ITSM datasets and executive-level AI reporting.
• Proficiency with Snowflake and/or Microsoft Fabric for managing data pipelines and delivering analytics solutions.
• Solid experience developing Power BI dashboards and presenting findings to diverse stakeholders.
• Capable of integrating diverse data sources including APIs, CSVs, event streams, and SaaS platforms into cohesive analytics datasets.
• Excellent analytical thinking with the ability to distill complex datasets into clear, executive-level insights and narratives.
• Complete ownership over the data lifecycle from requirements gathering through deployment and iteration, thriving in fast-evolving environments.
• Collaborative working style engaging both technical and non-technical teams effectively.

Preferred Skills

• Exposure to LiteLLM, LangSmith, or analogous large language model observability and cost-tracking platforms.
• Understanding of AI/LLM cost models, token economics, and pricing mechanisms.
• Experience developing AI-assisted or agentic analytics tools like Claude Code.
• Familiarity with ServiceNow ITSM and HRSD data architectures.
• Background in productivity analytics, workforce measurement, or digital employee experience platforms.
• Experience with enterprise AI platforms such as Anthropic/Claude, OpenAI, Google Gemini, or AWS Bedrock.