Job Title: Data Analyst
Location: Remote
Position Summary
The Technical Analyst - Monitoring and Data Insights plays a critical role on the IT Loyalty Product Platform team by driving operational excellence through proactive monitoring and data-driven insights. This role focuses on identifying trends, anomalies, and opportunities using real-time telemetry, dashboards, and log analysis to improve the stability and performance of loyalty technology solutions.
The Technical Analyst partners closely with Engineering, Product, Operations, and third-party vendors to define meaningful metrics, develop alerting frameworks, and translate system behaviors into actionable insights. The role supports the creation of a resilient, observable platform by enabling early issue detection, performing root cause analysis, and reporting on platform health and adoption. The ideal candidate brings strong technical skills-particularly in SQL and digital experience tools like FullStory-and a passion for using data to uncover and solve problems.
Essential Responsibilities
• Design, build, and continuously improve dashboards and alerts that monitor key loyalty systems, ensuring they remain accurate, relevant, and actionable in daily operations. (e.g., APIs, third-party integrations, batch processes, event pipelines)
• Collaborate with Engineering and Product teams to define KPIs and health metrics that reflect real-time platform performance and customer impact
• Develop automated telemetry and monitoring frameworks to track service availability, latency, error rates, and transaction volumes across Loyalty technology
• Analyze telemetry data (logs, metrics, traces) and user behavior to identify patterns, detect anomalies, and surface customer-impacting trends that inform platform decisions.
• Develop and share timely insights and reports on platform health, adoption, and incident impact to support business and technical stakeholders.
• Perform root cause analysis (RCA) of incidents and contribute to post-incident reviews with recommendations for prevention
• Help define and implement data instrumentation standards across services and partners
• Collaborate with vendors and internal technology teams to ensure observability tooling is aligned and optimized for business needs
• Leverage platforms such as FullStory to analyze user journeys and application behavior for improved customer experience.
• Use SQL and tools like BigQuery or Snowflake to extract, manipulate, and analyze large datasets.
• Other duties as assigned
Minimum Experience and Qualifications
Bachelor's Degree in Computer Science, Information Systems, Data Analytics, Engineering, or related field; with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
Three (3) years of experience in monitoring, observability, data analysis, or system operations
Familiarity with monitoring tools such as New Relic, Sumo Logic, Datadog, Grafana, or equivalent
Proficiency in querying languages such as SQL, KQL, or log-based scripting for dashboards and analysis
Experience with APIs, JSON payloads, and system log formats
Strong analytical and critical thinking skills, with a curiosity for exploring data and solving complex technical problems
Excellent verbal and written communication skills
Ability to review, consolidate, communicate and reverse-engineer complex technical and systems documentation
Strong working knowledge of Microsoft Office Suite, including Outlook, Excel, Word and Visio
Able to interact professionally with diverse stakeholders at all levels of the organization, including the ability to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)
Working knowledge of risk management and quality assurance standards and methodologies
Experience in statistical and other quantitative and qualitative analytical methodologies
Experience in the commercial aviation industries with exposure to supporting IT systems and technologies
Available for occasional overnight travel (10%)
Must pass a pre-employment drug test
Must be legally eligible to work in the country in which the position is located
Authorization to work in the US is required. This position is not eligible for visa sponsorship
Preferred Experience and Qualifications
Experience working with customer-facing platforms, Loyalty or CRM systems
Familiarity with data visualization tools like Tableau, Power BI or Looker
Experience supporting production systems and participating in on-call rotations
Exposure to cloud-based platforms (e.g., GCP, AWS) and event-driven architecture
Experience with session replay tools like Quantum Metrics, Fullstory, Amplitude
Knowledge of Agile/Scrum methodologies
Understanding of service-level objectives (SLOs), error budgets, and incident management frameworks
Ability to work independently and collaboratively in a fast-paced environment
Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others, and able to foster and contribute to a positive, upbeat team environment
Strong customer service ethic and an understanding of how IT is ultimately delivers to the customer
High tolerance for working in a dynamic and shifting environment and able to readily embrace and participate in change initiatives
Ability to work well with others and complete tasks with minimal supervision
Effective time management and prioritization skills
