advanced systems analyst- Operational Data (Nashville, TN)

Operations Data- Systems Analyst

Job Summary

The Dynamic Operations Data Analyst is responsible for transforming complex operational data into actionable business intelligence that improves service performance, operational efficiency, partner experience, and customer outcomes. This role serves as a strategic analytics partner across Service Desk, Major Incident Response (MIR), Change Management, Problem Management, Asset Management, Service Resilience, Infrastructure, retail customers and business leaders, and beyond.

This position combines deep operational knowledge with advanced analytics capabilities, leveraging AI, automation, and modern business intelligence platforms to identify trends, predict risks, optimize resources, and drive data-driven decision making.

The analyst develops executive-level insights, operational dashboards, predictive models, and AI-powered reporting solutions that support enterprise technology operations and strategic business objectives.

Key Responsibilities

Operational Analytics & Intelligence

• Analyze large operational datasets to identify trends, patterns, risks, and opportunities for improvement.
• Develop operational KPIs, SLAs, XLAs, workforce productivity metrics, and executive scorecards, and actionable insights.
• Create predictive analytics models to identify emerging operational risks and performance degradation.

AI-Powered Analytics

• Leverage AI and machine learning techniques to improve service operations and business outcomes, including AI effectiveness and performance metrics.
• Develop and maintain AI-assisted reporting and analytical solutions.
• Partner with operational teams to identify opportunities for Predictive incident detection, Knowledge optimization, Automation opportunities, Workforce forecasting, Asset lifecycle intelligence, Contact reduction initiatives

Reporting & Visualization

• Design, build, and maintain enterprise reporting solutions and executive dashboards utilizing existing platform such as Power BI, Tableau, Databricks, ServiceNow, and others.
• Create and standardize reporting and intuitive visualizations that translate technical and operational complexity into executive-level business insights.

Data Management & Governance

• Collect, transform, validate, and maintain operational data from multiple enterprise sources, ensuring data accuracy, consistency, and integrity (governance).
• Develop reusable data models, semantic layers, and reporting frameworks.

Strategic Business Partnership

• Partner with technology leaders, operations managers, service owners, and business stakeholders to identify analytical requirements.
• Translate business questions into analytical solutions, present findings and recommendations to a broad range of audiences.
• Support operational reviews, quarterly business reviews, and strategic planning initiatives.

Basic Qualifications

• Bachelor's degree in Information Systems, Computer Science, Analytics, Business, Statistics, Mathematics, or related field, or equivalent professional experience.
• 5+ years experience in data analytics, business intelligence, or operational analytics.
• 5+ years experience working directly in enterprise-grade data, service management, service desk, and operational/transactional databases
• 3+ years experience supporting technology operations or IT service management organizations.
• Advanced analytical and problem-solving capabilities.

Preferred Qualifications

IT Operations Experience

Demonstrated understanding of Service Desk Operations, Major Incident Management, Change Management, Problem Management, Asset Management, Service Configuration Management, Infrastructure Operations, Network Operations, Disaster Recovery and Service Resilience

Technical Skills

Advanced proficiency with: data and analytics platforms, modeling, and visualization tools

Working knowledge of ServiceNow, AWS, Data Dog, Data Bricks, API-based data integrations, AI and machine learning concepts

Analytics Expertise

Predictive Analytics, Operational Intelligence, Workforce Analytics, Capacity Planning, Performance Analytics, KPI Development, Executive Reporting, Statistical Modeling, Business Intelligence Architecture

As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.

*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

We believe we do our best work when we're together, which is why we're onsite four days a week.

Join us and inspire with every cup. Apply today!

Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you ne