Operations Analyst Senior

Koniag Services Inc. a Koniag Government Services company is seeking a highly experienced and strategic Senior Operations Analyst to lead operational performance analysis process improvement and data-driven decision support for our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is a seasoned analytical professional with deep expertise in IT call center or service operations analysis advanced data reporting and visualization capabilities and a demonstrated track record of translating complex operational data into strategic insights that drive measurable program improvements. They are a confident communicator a collaborative leader and a subject matter expert who brings both technical rigor and operational acumen to every engagement. 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 Senior Operations Analyst will serve as the analytical and process improvement lead for the IT Call Center program providing expert-level data analysis strategic reporting and operational consulting to program leadership and government stakeholders. This individual will own the development and continuous refinement of the programs performance measurement framework lead complex process improvement initiatives and serve as a mentor and subject matter expert to junior and mid-level analysts on the team. Principal responsibilities will include but are not limited to:Serve as the primary analytical lead for the IT Call Center program owning the end-to-end development maintenance and continuous improvement of the programs performance measurement and reporting design develop and maintain advanced performance dashboards scorecards and analytical reports that provide program leadership and government stakeholders with comprehensive real-time visibility into all aspects of call center operational deep-dive analysis of complex call center operational data including call volumes ticket trends handle times first call resolution rates SLA compliance escalation patterns workforce utilization and customer satisfaction trends translating findings into clear actionable strategic the preparation and quality assurance review of all customer-facing analytical deliverables including monthly and quarterly performance reports executive briefing materials and data-driven program assessments ensuring the highest standards of accuracy professionalism and as the programs subject matter expert on process improvement leading the identification design implementation and evaluation of operational improvement initiatives using established methodologies such as Lean Six Sigma or ITIL continuous service improvement and maintain a comprehensive operational metrics baseline conducting regular benchmarking against industry standards and peer programs to identify performance gaps and strategic improvement with the Call Center Operations Manager and program leadership to develop data-driven workforce planning strategies capacity models and resource allocation recommendations that optimize call center coverage and operational the development review and governance of standard operating procedures (SOPs) knowledge base content operational playbooks and program documentation ensuring all materials are current accurate and aligned with contractual and regulatory identify emerging operational risks performance trends and systemic issues developing risk mitigation strategies and presenting findings and recommendations to program leadership and government and lead operational review meetings program performance reviews and customer briefings presenting analytical findings with confidence and responding to stakeholder questions with authority and as a mentor and subject matter expert to junior and mid-level operations analysts providing technical guidance reviewing work products and supporting the professional development of the broader analytics with IT teams subcontractors and cross-functional program staff to ensure data integrity reporting consistency and alignment of operational metrics across all program quality assurance program leadership by designing and implementing call monitoring frameworks ticket quality scoring methodologies and customer feedback analysis processes that drive continuous service quality to business development activities as needed including supporting proposal efforts with operational data past performance documentation and analytical capability and Experience:Required:Bachelors degree in Business Administration Information Technology Operations Management Data Analytics or a related field from an accredited college or university.7 years of experience in an operations analysis data analysis or IT service operations support role with demonstrated progression of experience designing and maintaining advanced performance dashboards reporting frameworks and data visualization products for senior leadership and customer experience leading process improvement initiatives within a structured SLA-driven IT service delivery or call center working within a federal government contracting :Masters degree in Business Administration Data Analytics Operations Management Information Technology or a related experience serving as a senior or lead analyst on a federal IT call center or service desk experience mentoring junior analysts and leading analytical teams or Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to present complex analytical findings strategic recommendations and program performance insights clearly and persuasively to executive-level government stakeholders program leadership and technical -level analytical skills with the ability to independently design and execute complex analyses of large multi-source operational datasets to surface meaningful trends root causes and strategic improvement proficiency in Microsoft Excel including advanced formulas pivot tables data modeling macros and dynamic charting for sophisticated operational reporting and proficiency in data visualization platforms such as Microsoft Power BI Tableau or equivalent tools with demonstrated experience designing executive-level dashboards and interactive analytical hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent systems including experience extracting querying and analyzing platform data for reporting knowledge of IT service management principles and ITIL frameworks including incident management problem management SLA governance and continuous service expertise in process improvement methodologies such as Lean Six Sigma or equivalent frameworks with a track record of leading initiatives that deliver measurable operational program management and organizational skills with demonstrated ability to independently manage multiple complex priorities deliverables and stakeholder relationships experience developing and governing SOPs operational documentation and knowledge management content in a structured program to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).ITIL Intermediate or ITIL 4 Managing Professional Six Sigma Green Belt or Black Belt Management Professional (PMP) certification or demonstrated senior-level project management with advanced statistical analysis tools or programming languages such as Python R or SQL for large-scale data querying and with federal IT governance frameworks and reporting requirements such as FITARA FedRAMP or NIST cybersecurity designing and implementing quality assurance (QA) programs call monitoring frameworks and customer satisfaction measurement methodologies within a call center with enterprise workforce management platforms and call center performance analytics with Agile or hybrid program management methodologies and experience supporting Agile operational contributing to business development efforts including proposal writing analytical capability development and past performance Support Center Analyst (HDI-SCA) or equivalent IT service management 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