IT Support Data Scientist, Employee Experience & Productivity, IS&T

The difference between data and intelligence is context. This role enriches data with business context to produce insights that enable intelligent decisions. Join Apples Information Systems and Technology (ISu0026T) organization the engine powering Apple. As a member of the Employee Productivity u0026 Support Data Science team you will use data to improve how Apple delivers technical support to its employees. You will pull and prepare data from multiple systems build dashboards and visualizations and conduct analyses that help IT support leaders understand operational performance and make informed decisions. This role is about interpreting data extracting insights and partnering closely with the business to turn those insights into better decisions.

In this role you will support the ISu0026T Support organization by building and maintaining the analytical assets it relies on dashboards reports and ad-hoc analyses that surface how the support ecosystem is performing across a variety of support channels. You will draw on your expertise in IT support analytics to understand how employees seek help identify where processes can improve and develop metrics that measure operational efficiency and service quality. A core part of the role is partnership: you will work directly with support leaders and operational managers to understand their challenges translate them into analytical work and deliver findings that are clear accurate and actionable. You are not building in isolation you are a thought partner who understands the business well enough to know what to measure and why it matters. Day to day you will write SQL to model data from large datasets build and maintain Tableau dashboards conduct analyses to identify trends and anomalies and present your findings to stakeholders at various levels all while using AI tools to accelerate your analytical work. The ideal candidate is someone who is technically strong detail-oriented and equally motivated by the work the data enables as by the data itself.

Partner with support leaders and operational managers to understand their needs translate business questions into data problems and deliver recommendations grounded in clean transform and validate data from multiple support systems including ticketing platforms contact center tools and AI interaction logs creating reliable datasets for analysis and and maintain dashboards and reports in Tableau and actively consume those assets to identify trends surface anomalies and communicate insights back to deep-dive analyses on support operations data to answer questions that existing dashboards do not address packaging findings into clear audience-ready deliverables such as slides or annotated AI to accelerate insight generation summarizing patterns classifying data and enhancing the speed and depth of analytical work while validating outputs to ensure accuracy and and maintain well-documented reproducible analytical workflows writing clean SQL organizing code in GitHub and ensuring that analyses can be understood and extended by others on the data quality across support data sources flagging issues proactively and working with data engineering to resolve them.

Bachelors degree and 3 years of relevant experience in data analytics business intelligence data science or a related quantitative field or a Masters degree in a quantitative or business discipline with 2 years of relevant experience.n3 years of hands-on experience writing SQL to extract transform and analyze data from large multi-source datasets.n3 years of experience building dashboards and visualizations in Tableau Looker or equivalent.n3 years of experience in Python or R for data manipulation and analysis.n3 years of experience working with IT support data including ticketing systems contact center platforms or multi-channel interaction data.n3 years of experience delivering analytical work in a fast-paced environment with evolving priorities and multiple concurrent stakeholders.n

Masters degree or PhD in a quantitative or business field (e.g. statistics data science economics operations research applied mathematics the natural sciences or an MBA with analytics concentration)nWorking knowledge of support operations and how data informs staffing models triage optimization and process knowledge of clickstream data and web analytics as applied to content or service performance in version control and collaborative documentation practices using tools like of statistical modeling including hypothesis testing regression and foundational causal inference record of applying AI to real-world data analytics and general productivity to communicate analytical findings clearly to both technical and non-technical audiences adapting depth and format to the with ambiguity; ability to define the analytical approach when the business question is loosely ability to build trust with leaders across diverse functional areas.