- Location
- Nashville · US-Nashville
- Seniority
- Entry
- Experience
- 20+ years
- Source
- CareerPuck
Description
Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry. Click here for more information about Fortitude Re.
The Associate, End User Services Data Analyst is responsible for transforming operational data into meaningful insights that improve the employee technology experience. This role reviews service, endpoint, collaboration, and virtual desktop metrics; identifies trends and emerging risks; and develops dashboards, reports, and visualizations that support data-driven decisions.
The Data Analyst will also monitor vendor announcements and product roadmaps, particularly the Microsoft 365 and Azure roadmaps, to assess how upcoming features, changes, and product retirements may affect the organization. Working closely with End User Services leadership and technical teams, this position will translate data and vendor developments into actionable recommendations, improvement opportunities, and implementation plans.
Key Responsibilities
Data Analysis and Trend Management
- Collect, validate, and analyze data from End User Services platforms and operational processes.
- Review service desk, endpoint, virtual desktop, collaboration, and employee-experience metrics.
- Track trends across incidents, service requests, SLA performance, system reliability, device health, and user experience.
- Identify recurring issues, emerging risks, unusual patterns, and opportunities for service improvement.
- Compare performance across locations, user groups, device types, applications, and support tiers.
- Establish baselines and measure the impact of operational or technical changes.
- Assist with forecasting support demand, service trends, and resource requirements.
- Ensure reporting data is accurate, consistent, and clearly defined.
Reporting and Visualization
- Design and maintain dashboards, scorecards, and recurring operational reports.
- Create clear visualizations that communicate trends, risks, performance, and improvement opportunities.
- Develop daily, weekly, monthly, and executive-level reporting based on business needs.
- Translate complex technical data into concise insights for both technical and nontechnical audiences.
- Define and document key performance indicators for End User Services.
- Automate data collection, reporting, and dashboard refresh processes where practical.
- Present findings and recommendations to End User Services leadership and other stakeholders.
Vendor and Technology Roadmap Monitoring
- Monitor Microsoft product roadmaps, Message Center announcements, service advisories, release notes, and product retirement notices.
- Track developments affecting Microsoft 365, Teams, Azure Virtual Desktop, Windows, Intune, Entra ID, and other technologies used by End User Services.
- Monitor relevant announcements and roadmaps from other strategic technology vendors.
- Evaluate how upcoming vendor changes may affect users, support processes, security, compatibility, licensing, training, and the existing technology environment.
- Identify required testing, communication, documentation, or technical preparation before vendor changes are introduced.
- Maintain a centralized roadmap of upcoming changes, deadlines, dependencies, risks, and responsible teams.
- Provide timely recommendations to End User Services leadership regarding adoption, preparation, deferral, or risk mitigation.
- Work with technical teams to validate the impact of significant changes through testing or pilot programs.
Service Improvement and Collaboration
- Partner with End User Services leadership and technical teams to develop measurable service-improvement initiatives.
- Use data to evaluate whether completed changes delivered the expected operational or employee-experience benefits.
- Recommend improvements based on observed trends, root-cause patterns, and user feedback.
- Support problem management by identifying repeated incidents and providing relevant supporting data.
- Assist with business cases, pilot evaluations, project planning, and post-implementation reviews.
- Collaborate with Service Desk, endpoint engineering, infrastructure, security, and business stakeholders.
- Maintain documentation for data sources, reporting logic, metric definitions, and analytical processes.
Required Qualifications
- Experience in data analysis, operational reporting, business intelligence, IT service management, or a related field.
- Demonstrated ability to identify trends and translate data into clear, actionable recommendations.
- Experience creating dashboards, reports, and data visualizations.
- Strong proficiency with Microsoft Excel or similar data-analysis tools.
- Strong analytical, organizational, and problem-solving skills.
- Ability to explain technical findings to both technical and nontechnical audiences.
- Strong written and verbal communication skills.
- Ability to manage multiple reporting cycles, roadmap items, and competing priorities.
- High attention to detail and a commitment to data quality and accuracy.
Preferred Qualifications
- Experience working in End User Services, Service Desk, IT Operations, or digital employee experience.
- Experience with Power BI, SQL, Power Query, Microsoft Graph, or similar reporting and data-integration technologies.
- Familiarity with IT service management platforms and service metrics, including incident trends, SLA performance, first-response time, resolution time, and customer satisfaction.
- Familiarity with Microsoft 365, Microsoft Teams, Azure Virtual Desktop, Windows, Intune, and Microsoft Entra ID.
- Experience reviewing the Microsoft 365 Roadmap, Microsoft Message Center, Azure updates, and vendor release documentation.
- Knowledge of ITIL practices, particularly incident, problem, change, and continual improvement management.
- ITIL Foundation certification or a relevant data analytics, Microsoft, or business intelligence certification.
- Bachelor’s degree in data analytics, information systems, computer science, business, or a related field, or equivalent professional experience.
Core Competencies
- Data analysis and interpretation
- Trend identification and forecasting
- Dashboard and visualization development
- Vendor and technology research
- Business impact assessment
- Data quality and governance
- Written and verbal communication
- Cross-functional collaboration
- Critical thinking
- Continuous improvement
Measures of Success
Success in this role will be demonstrated through:
- Accurate, timely, and actionable End User Services reporting.
- Clear visibility into service performance and employee technology trends.
- Early identification of recurring issues and emerging operational risks.
- Increased use of data in prioritization and decision-making.
- Effective measurement of improvement initiatives and technology changes.
- Timely identification and assessment of relevant vendor roadmap developments.
- Sufficient preparation for Microsoft changes, retirements, and new capabilities.
- Dashboards and visualizations that are trusted and understood by stakeholders.
- Documented recommendations that lead to measurable improvements in service quality, system reliability, or employee experience.
The base salary range for this role is listed below and will be commensurate with candidate experience. Pay ranges for candidates may differ based on the cost of labor in that location. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.
At Fortitude Re, our strength has always come from our people. Our success is deeply rooted in our ability to embrace the unique attributes, perspectives and experiences of every individual within our company. Fostering a culture of inclusion and belonging where everyone—regardless of background, race, religion, sexual orientation or gender identity—feels valued and respected is a foundation of our culture.
We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.
To all recruitment agencies: Unless you have been requested to work on this position, or other positions with Fortitude Re, please do not forward any resumes to Fortitude Re employees. Fortitude Re is not responsible for any fees related to unsolicited resumes.
Check us out on YouTube: About Fortitude Re (youtube.com)
By submitting your application, you agree that Fortitude Re may collect your personal data for recruiting purposes. For more on how we handle your personal data, please review our Applicant Privacy Notice. Concerned about recruitment fraud? Learn how to verify Fortitude Re's recruitment process: Recruitment Fraud Notice
