Service Delivery and IT Ops Data Analyst

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. This is not a traditional BI role. 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. You will be embedded in a team that is actively deploying agentic AI infrastructure (LiteLLM, AWS Bedrock, Claude/Anthropic), and migrating to cloud-native data platforms (Snowflake, Microsoft Fabric). Additionally, identify metrics to measure the effectiveness of the Employee Experience Insights and AI Enablement Team. 

If you are energized by building from scratch, thrive in ambiguity, comfortable with a fast moving environment, and want your analytics work to directly shape how a global company runs its AI strategy this role is for you. 

What You’ll Own 

1. AI Cost Analytics & Spend Governance 

• Develop executive-facing dashboards (CEO/CFO-level) that connect AI spend trends to strategic outcomes, surfacing anomalies and efficiency signals in a self-service format. 

• 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 (AI Infrastructure), InfoSec, and Finance to ensure spend governance models are accurate, auditable, and aligned to enterprise reporting standards. 

2. ITSM Analytics & Operational Intelligence 

• 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. 

• Respond to ad-hoc data requests from IT and business stakeholders with speed and clarity. 

 3. AI Enablement Opportunity Identification 

• Analyze IT and business operations data to proactively identify areas where AI