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Service Delivery and IT Ops Data Analyst

Morningstar
Toronto, CAN
Full Time
Senior
Hybrid
1 weeks ago
Data AnalyticsSnowflakeMicrosoft FabricPower BIAI Cost AnalyticsITSM Analytics
Free

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The Role

  • The Employee Experience Insights & AI Enablement Team is looking for a Senior Insights Analyst to sit at the intersection of AI strategy, IT operations, and enterprise analytics.
  • You will build the analytics foundation that helps Morningstar’s Central Technology team understand, govern, and accelerate our AI investments while simultaneously driving operational intelligence across IT service delivery.
  • You will own the design and delivery of analytics platforms that span ITSM performance, AI cost governance, and knowledge worker productivity measurement.

What You’ll Own

  • Develop executive facing dashboards (CEO/CFO level) that connect AI spend trends to strategic outcomes.
  • Evolve and maintain Morningstar’s AI cost analytics platform currently built on LiteLLM, Snowflake, and LangSmith into a scalable, production grade observability system.
  • Build and own the architecture that integrates AI gateway telemetry (LiteLLM) with enterprise data platforms (Snowflake, Microsoft Fabric) to enable per team, per application, and per model token attribution.
  • Partner with Cloud Services, InfoSec, and Finance to ensure spend governance models are accurate and auditable.
  • Design, build, and maintain dashboards and datasets that drive IT service delivery performance across the Global Service Desk, endpoint operations, and employee experience functions.
  • Normalize and integrate data from ServiceNow (ITSM/HRSD), DEX Performance Analytics, collaboration tools (e.g., Poly Lens), and other operational sources into cohesive, analysis ready datasets.
  • Identify patterns, bottlenecks, and opportunities in service delivery data and translate findings into actionable recommendations for leadership.
  • Analyze IT and business operations data to proactively identify areas where AI automation, agentic workflows, or LLM based tooling can drive measurable efficiency gains.
  • Build and maintain a pipeline of data backed AI enablement opportunities, prioritized by estimated ROI, complexity, and strategic alignment.
  • Design and implement an analytics framework to measure the productivity impact of AI investments on knowledge workers across Morningstar.
  • Define, instrument, and track meaningful productivity KPIs going beyond adoption metrics to capture time savings, task deflection, output quality, and employee sentiment.
  • Design a scalable, modern analytics architecture that integrates Snowflake, Microsoft Fabric, LiteLLM, ServiceNow, and other enterprise data sources into a unified analytics layer.

What You Bring Required

  • Proven experience in data analytics, reporting, and dashboarding with a portfolio that includes both operational (ITSM or similar), AI reporting, and strategic (executive facing) use cases.
  • Hands on experience with Snowflake and/or Microsoft Fabric for data pipeline design, transformation, and analytics delivery.
  • Proficiency with Microsoft Power BI for dashboard development and stakeholder facing reporting.
  • Experience integrating data from APIs, CSV files, event streams, and diverse SaaS platforms into analysis ready datasets.
  • Strong analytical and communication skills able to translate complex data into clear, executive ready narratives.
  • End to end ownership of the data solution lifecycle: requirements, design, development, deployment, and ongoing iteration.
  • Comfort operating independently in a fast moving environment with competing priorities and evolving requirements.
  • Collaborative mindset with experience working across technical and non technical stakeholders.

What You Bring Preferred

  • Experience with LiteLLM, LangSmith, or similar LLM observability and cost tracking platforms.
  • Familiarity with AI/LLM cost structures, token economics, model pricing, and usage attribution.
  • Experience building AI assisted or agentic analytics solutions, including tools such as Claude Code.
  • Working knowledge of ServiceNow data structures in ITSM and/or HRSD.
  • Background in productivity measurement, workforce analytics, or digital employee experience (DEX) platforms.
  • Exposure to enterprise AI platforms including Anthropic/Claude, OpenAI, Google Gemini, or AWS Bedrock.

Compensation

  • Base Salary Compensation Range CAD 60,023 CAD 102,070 CAD
  • Incentive Target Percentage: 7.5%

Work Environment

  • Morningstar's hybrid work environment gives you the opportunity to collaborate in person each week; in most locations, four days in office each week.

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