IT Support Data Scientist, Employee Experience & Productivity, IS&T
Core
Enrich IT support data with business context to produce insights enabling intelligent decisions for Apple's internal technical support operations.
Role type
Senior IC data scientist (analytics & dashboards)
Builds
Dashboards, reports, and ad-hoc analyses for IT support operational performance
Domain
Internal IT support operations & employee productivity
Deliverable
dashboards & analysis
Required skills
SQL, Tableau, Python, data extraction/cleaning, stakeholder partnership, AI tool usage, data quality monitoring
Preferred skills
Statistical modeling, causal inference, version control (GitHub), clickstream analytics, staffing model optimization
Technologies
Tableau, SQL, Python, GitHub, AI tools
Responsibilities
Partner with support leaders to translate business questions into data problems; Extract and validate data from ticketing platforms and contact center tools; Build and maintain Tableau dashboards to surface trends and anomalies; Conduct deep-dive analyses on support operations data; Use AI to accelerate insight generation and pattern classification; Develop reproducible analytical workflows with clean SQL and documentation
Seniority
Senior, hands-on IC