Job Description
As a Service Data Analyst, you will play a pivotal role in supporting Aramark's transition to a Service-First Ways of Working model. You will be responsible for creating the inaugural Service Baseline Data Set/Dashboard by collecting, aggregating, analyzing, and visualizing service-related data across the IT Enterprise Shared Services organization. Your work will enable data-driven decision-making, uncover service trends, identify improvement opportunities, and measure service performance aligned to customer and business outcomes.
Job Responsibilities
ollect and centralize data across service platforms (e.g., ServiceNow, monitoring tools) related to requests, incidents, changes, and enhancements).
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Produce a "Service Value Tree" aligning how our services contribute to FLC (Front Line Contribution) and SG&A.
Build the Service Reporting process
Analyze service performance trends, response times, resolution rates, and customer satisfaction scores.
Develop dashboards, scorecards, and reports to track key service metrics such as First Contact Resolution, Mean Time to Resolve, Request Volume, and SLA compliance.
Perform root cause and trend analysis for recurring incidents or service failures.
Partner with Service Owners and Process Analysts to define meaningful KPIs and operational metrics.
Support regular service review cycles by preparing data packages and performance insights.
Maintain data integrity and consistency across reporting sources; flag anomalies and inconsistencies proactively.
Recommend improvements based on quantitative insights to enhance service reliability, efficiency, and experience.
Visualize findings through compelling charts, graphs, and storytelling that communicates impact to both technical and non-technical audiences.
Qualifications
Bachelor's degree in Information Systems, Business Analytics, or related field; advanced degree a plus.
0-3 years of experience in a data analysis or reporting role within IT operations or service management.
Proficient in tools such as Excel (including pivot tables and sparklines), Power BI or Tableau, and SQL.
Familiarity with ITSM platforms such as ServiceNow or BMC Remedy.
Strong understanding of ITIL processes, especially Incident, Request, and Change Management.
Ability to distill complex data into actionable insights.
Excellent communication and presentation skills.
Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
Experience with Lean, Six Sigma, or Service Excellence methodologies.
Background in enterprise shared services or global IT operations.
Knowledge of OKRs or performance scorecard frameworks.
Education
Bachelors preferred
About Aramark
Our Mission
Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.
At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.
About Aramark
The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.