Operations Analyst (Jr)

Koniag Services Inc. a Koniag Government Services company is seeking a motivated and detail-oriented Junior Operations Analyst to support the operational performance and continuous improvement efforts of our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is an analytical curious and organized early-career professional with a foundational understanding of call center or IT service operations a passion for data and process improvement and a strong desire to grow within a dynamic government services environment. They bring strong attention to detail effective communication skills and a collaborative work ethic that contributes positively to the team. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in Nashville offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Junior Operations Analyst will support the Call Center Operations Manager and program leadership team in monitoring analyzing and reporting on the operational performance of the IT Call Center. This individual will assist in collecting and interpreting performance data identifying trends supporting process improvement initiatives and preparing reports and briefing materials for internal and customer-facing audiences. Principal responsibilities will include but are not limited to:Assist in the collection organization and analysis of call center operational data including call volumes ticket trends handle times resolution rates SLA compliance and customer satisfaction the development and maintenance of performance dashboards scorecards and recurring operational reports for use by program leadership and government daily and weekly call center performance metrics flagging anomalies trends or areas of concern to the Call Center Operations Manager for review and in the preparation of customer-facing deliverables including monthly performance reports data summaries and briefing materials ensuring accuracy and timeliness of all continuous process improvement initiatives by conducting research gathering operational data documenting current-state processes and assisting in the development of improvement in the development and maintenance of standard operating procedures (SOPs) knowledge base articles and operational documentation to ensure accuracy and with call center supervisors and team leads to gather operational inputs validate data accuracy and support the resolution of reporting in the management and tracking of action items risk logs and issue registers ensuring follow-up activities are documented and completed in a timely workforce management activities by assisting in the analysis of staffing data schedule adherence reports and attendance tracking to identify coverage trends and in team meetings operational reviews and customer briefings taking notes tracking action items and distributing meeting summaries as in the onboarding of new staff by supporting the preparation of training materials orientation schedules and access request to ad hoc data requests and analytical tasks from program leadership in a timely and accurate organized and up-to-date program files records and documentation repositories in accordance with program standards and contractual and Experience:Required:Bachelors degree in Business Administration Information Technology Operations Management Data Analytics or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.1 years of experience in an operations analytics administrative support or IT call center ability to collect organize and present data in a clear and meaningful :Prior experience supporting operations or analytics functions within a federal government contracting with IT call center or service desk operations including exposure to ITSM platforms and SLA-driven performance supporting the preparation of reports or briefing materials for management or customer Skills and Competencies:Strong communication skills in English both written and oral with the ability to present data findings and operational updates clearly to both technical and non-technical analytical skills with the ability to collect organize and interpret operational data to support informed in Microsoft Office Suite with particular emphasis on Microsoft Excel for data organization basic analysis and reporting and Microsoft PowerPoint for the preparation of briefing in collaboration tools such as Microsoft Teams and SharePoint for document management and team attention to detail with a commitment to accuracy and quality in all data collection reporting and documentation ability to manage multiple assignments simultaneously prioritize effectively and meet deadlines in a fast-paced operational organizational skills with the ability to maintain well-structured records files and documentation and team-oriented work style with the ability to work effectively under the direction of senior staff and program to learn new tools platforms and operational methodologies in support of program to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).Familiarity with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent ticketing and workflow management familiarity with data visualization tools such as Microsoft Power BI Tableau or equivalent Foundation certification or demonstrated familiarity with ITIL service management supporting process improvement or quality assurance initiatives within a call center or operations with federal IT governance frameworks and reporting understanding of workforce management concepts and tools used in a call center with project tracking or task management tools such as Microsoft Project Jira Smartsheet or equivalent A or equivalent entry-level IT certification demonstrating foundational IT Equal Employment Opportunity Policy:The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website please contact Heaven Wood via e-mail at or by calling to request accommodations. Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352