# Jacob Krogman

Jacob Krogman is a remote worker on Himalayas, Data Analyst at Uber Technologies, based in United States.

Source: https://himalayas.app/@jacobkrogman

```text
Senior Program Manager at Uber who redesigned Jira workflows, improving ticket validity by 20% and resolution SLA success by 30%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 90k+ USD |
| Job categories | Data Analyst, Project Manager |
| Skills | Program Management, Data Analysis, SQL, Data Pipeline Architecture, JQL, Data Modeling, Business Intelligence, Looker, capacity forecasting, Workforce Forecasting, Jira Administration, Workflow Architecture, Process Automation, SLAs Optimization, Incident Response |
| LinkedIn | https://linkedin.com/in/jacob-krogman-524010147 |

## About

```text
At Uber Technologies, I designed a multi-tiered escalation architecture that improved escalated ticket validity by 20% and resolution SLA success by 30%. The workflow helped scale support capacity from 50 to more than 200 agents.

I also piloted and launched direct in-app bug reporting, allowing users to send system logs to engineering teams. I supported root-cause analysis by creating ticket infrastructure and Jira automations.

As Project & Analytics Manager, I redesigned enterprise Jira intake, expanding forms from 80 to more than 1,200, and built dashboards with SQL and Looker Studio. I also developed Google Apps Script tools and Jira automations that reduced ticket duplication by 30%.

Most recently, as a Data Analyst at Uber Technologies, I engineered three intermediary dataset tables and centralized five key OKRs and more than 20 KPIs into a single reporting source. I also analyzed the business impact of staffing adjustments and resource reallocations across global operations.
```

## Experience

### Data Analyst

[Uber Technologies](https://himalayas.app/companies/uber). Jun 2026 - Sep 2026

```text
Overhauled core data pipelines by engineering intermediary dataset tables to optimize cross-modality joins, reducing query latency and centralizing key OKRs and KPIs. Executed multi-dimensional ad hoc analytics across global operations to quantify business impact of strategic staffing adjustments.
```

Skills: SQL, Data-Pipeline-Architecture, Looker, Data-Modeling, Business-Intelligence

### Senior Program Manager

[Uber Technologies](https://himalayas.app/companies/uber). Feb 2024 - Jun 2026

```text
Engineered tiered escalation workflows improving ticket validity and SLA success, and led in-app bug submission launch. Managed a team of 5 data analysts delivering executive reports and operational KPI tracking.
```

Skills: Jira, JQL, Process-Automation, SLAs-Optimization, Cross-functional-Leadership, Data-Analysis, Team-Management

### Project & Analytics Manager

[Uber Technologies](https://himalayas.app/companies/uber). Aug 2021 - Feb 2024

```text
Spearheaded enterprise Jira redesign scaling intake forms and configuring advanced dashboards and automations. Authored complex SQL queries and built forecasting models to align global BPO staffing with business demands.
```

Skills: SQL, Jira, JQL, Looker, Google-Sheets, Google-Apps-Script, Data-Modeling, Forecasting, Process-Automation

### Senior Team Lead

[Uber Technologies](https://himalayas.app/companies/uber). May 2020 - Aug 2021

```text
Launched international triage and operations teams and established centralized documentation frameworks. Formulated standardized outage impact assessment and unified messaging playbook.
```

Skills: Team-Leadership, Knowledge-Management, Incident-Management, Global-Operations

### Bug & Outage Specialist/Project Coordinator

[Uber Technologies](https://himalayas.app/companies/uber). Dec 2017 - May 2020

```text
Analyzed complex user-submitted bug reports and escalated validated issues to engineering. Served as central point of contact for high-impact outages, providing real-time updates to global support operations.
```

Skills: Bug-Triage, Incident-Management, Root-Cause-Analysis, Communication-Skills

### Account, Security & Risk Team Lead

[Uber Technologies](https://himalayas.app/companies/uber). Dec 2016 - Dec 2017

```text
Managed 9-11 support agents using root-cause analytics and targeted coaching to hit department KPIs. Led initial pilots for support fraud mitigation by establishing investigation indicators and handling policies.
```

Skills: Team-Management, Root-Cause-Analysis, Fraud-Mitigation, KPI-Tracking

### Account, Security & Risk Support Agent

[Uber Technologies](https://himalayas.app/companies/uber). Nov 2015 - Dec 2016

```text
Conducted root-cause investigations on account compromises and unauthorized access, applying behavioral indicators to mitigate fraud and protect ecosystem integrity.
```

Skills: Fraud-Investigation, Root-Cause-Analysis, Risk-Assessment

### Warehouse Pick Process Guide & Workflow Mgmt.

[Amazon.com](https://himalayas.app/companies/amazon). Sep 2012 - Nov 2016

```text
Directed staffing of 70-200 employees across 5 departments to achieve shift output targets. Monitored up to 80 active pick batches and reported queue metrics for executive shift planning.
```

Skills: Workforce-Management, Operations, Queue-Analysis, SLA-Management

## Education

### Glendale Community College

Associate of Arts and Sciences, Cisco Networking Technology

```text
Associate of Arts and Sciences in Cisco Networking Technology from Glendale Community College.
```

## Tech stack

- Presto
- Tableau
- Looker
- Data Studio
- MySQL
- Lucidchart
- Jira
- PagerDuty
- Google Workspace
- Asana
- Google Sheets
- SQL
- ChatGPT
- Looker Studio
- Google Apps Script
- Claude

To contact Jacob, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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