Operations Analyst (Mid level)

Koniag Services Inc. a Koniag Government Services company is seeking a skilled and experienced Mid-Level Operations Analyst to support the operational performance data analysis and continuous improvement efforts of our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is an analytical and detail-driven professional with demonstrated experience in call center or IT service operations analysis a strong command of data reporting and visualization tools and a proven ability to translate operational data into actionable insights. They bring a proactive mindset strong communication skills and the ability to work independently while contributing meaningfully to a collaborative program 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 Mid-Level Operations Analyst will play a key role in supporting the operational health and performance of the IT Call Center program by analyzing data identifying trends developing reports and supporting process improvement initiatives. This individual will work closely with the Call Center Operations Manager and program leadership to provide data-driven insights that inform operational decisions and support contractual reporting requirements. Principal responsibilities will include but are not limited to:Independently collect organize analyze and interpret call center operational data including call volumes ticket trends handle times first call resolution rates SLA compliance escalation patterns and customer satisfaction develop and maintain performance dashboards scorecards and recurring operational reports that provide program leadership and government stakeholders with clear accurate and timely visibility into call center monitor daily weekly and monthly call center performance metrics identifying trends anomalies and areas of concern and presenting findings with recommended corrective actions to program the preparation of customer-facing deliverables including monthly and quarterly performance reports data analysis summaries and executive briefing materials ensuring all submissions are accurate polished and delivered on and support continuous process improvement initiatives by conducting in-depth analysis of current-state operations identifying inefficiencies benchmarking against industry best practices and developing actionable improvement recommendations for leadership review and maintain standard operating procedures (SOPs) knowledge base articles and operational documentation ensuring accuracy currency and alignment with program with call center supervisors team leads and the Operations Manager to validate data accuracy reconcile reporting discrepancies and ensure operational inputs are captured consistently across all and maintain program action item logs risk registers and issue trackers ensuring all items are accurately documented assigned and resolved in a timely workforce management analysis including staffing trend analysis schedule adherence reporting and capacity planning support to inform resource allocation and support operational review meetings customer briefings and program status sessions by preparing materials capturing action items and distributing meeting and provide guidance to junior operations analysts supporting their professional development and ensuring consistency in analytical approaches and reporting to ad hoc analytical requests from program leadership and government stakeholders delivering accurate and insightful outputs within established quality assurance activities by analyzing call monitoring data ticket quality scores and customer feedback to identify coaching opportunities and systemic quality and Experience:Required:Bachelors degree in Business Administration Information Technology Operations Management Data Analytics or a related field from an accredited college or university.3 years of experience in an operations analysis data analysis or IT call center operations support experience developing operational reports performance dashboards and data summaries for management or customer working within a structured SLA-driven service delivery :Prior experience supporting operations analysis functions within a federal government contracting working within or directly supporting an IT call center or service desk experience leading or contributing to process improvement initiatives within an operations or call center Skills and Competencies:Strong communication skills in English both written and oral with the ability to present complex data findings and operational insights clearly and concisely to both technical and non-technical audiences including senior leadership and government analytical skills with the ability to independently collect interpret and synthesize large volumes of operational data to identify trends root causes and improvement proficiency in Microsoft Excel including pivot tables data modeling formulas and charting for operational reporting and analysis in data visualization tools such as Microsoft Power BI Tableau or equivalent platforms for the development of performance dashboards and visual reporting in Microsoft Office Suite (Word PowerPoint Outlook) and collaboration tools such as Microsoft Teams and -on experience with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent ticketing and workflow management knowledge of IT service management principles and ITIL frameworks including SLA management incident management and performance project management and organizational skills with demonstrated ability to manage multiple priorities deliverables and deadlines simultaneously with minimal developing and maintaining SOPs operational documentation and knowledge base to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).Experience with process improvement methodologies such as Lean Six Sigma or equivalent Six Sigma White Belt Yellow Belt or Green Belt Management Professional (PMP) certification or demonstrated project management with federal IT governance frameworks and reporting requirements such as FITARA FedRAMP or with workforce management tools and call center performance analytics with quality assurance (QA) methodologies and call monitoring programs within a call center with project tracking or task management tools such as Microsoft Project Jira Smartsheet or equivalent mentoring or providing guidance to junior analysts or support 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