UAC Analyst (Mid)

Koniag Services Inc. a Koniag Government Services company is seeking a skilled and experienced Mid-Level Data Analyst to support data analysis performance reporting and operational intelligence functions for our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is a proficient and self-motivated analytical professional with demonstrated experience in data analysis reporting and visualization within a structured service delivery environment. They bring a strong command of data tools and platforms a proven ability to independently develop and maintain analytical products and a collaborative mindset that contributes meaningfully to a high-performing 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 Description:The Mid-Level Data Analyst will play an integral role in supporting the operational performance monitoring reporting and continuous improvement functions of the IT Call Center program. This individual will independently develop and maintain analytical products conduct in-depth analysis of call center performance data and provide data-driven insights that inform operational decisions and support contractual reporting requirements. They will work closely with the Call Center Operations Manager senior analytical staff and program leadership to ensure all data outputs are accurate timely and actionable. Principal responsibilities will include but are not limited to:Independently collect clean validate and analyze call center operational data from multiple sources including ITSM ticketing platforms telephony systems and workforce management tools to support program performance monitoring and reporting develop and maintain performance dashboards scorecards and recurring analytical reports that provide program leadership and government stakeholders with clear accurate and timely visibility into key call center performance metrics including call volumes ticket trends handle times first call resolution rates SLA compliance and customer satisfaction monitor daily weekly and monthly call center performance data identifying trends anomalies and areas of concern and presenting findings with recommended actions to program leadership and senior analytical the preparation of recurring and ad hoc customer-facing deliverables including monthly performance reports data analysis summaries and briefing support materials ensuring all outputs meet the highest standards of accuracy clarity and in-depth root cause analysis of performance gaps SLA breaches and operational inefficiencies developing data-supported findings and actionable recommendations for leadership continuous process improvement initiatives by independently analyzing current-state operational data identifying inefficiencies and contributing data-driven recommendations aligned with ITIL and industry best maintain and enforce data governance standards including data quality controls reporting templates data dictionaries and analytical process documentation to ensure consistency and accuracy across all program reporting with call center supervisors team leads and the Operations Manager to validate data accuracy reconcile reporting discrepancies and ensure operational data inputs are captured consistently across all shifts and reporting workforce management analysis by independently developing staffing trend reports schedule adherence analyses and capacity planning data products to inform resource allocation and support operational review meetings program performance reviews and customer briefings by preparing analytical materials presenting data findings and responding to data-related questions from guidance and mentorship to junior data analysts reviewing work products sharing best practices and supporting their development of core analytical skills and program and maintain the programs data infrastructure including ITSM platform reporting configurations data extraction processes and dashboard maintenance escalating technical issues as quality assurance activities by analyzing call monitoring data ticket quality scores and customer feedback trends to identify systemic quality issues and coaching to ad hoc data requests from program leadership and government stakeholders delivering accurate insightful and well-presented analytical outputs within established and Experience:Required:Bachelors degree in Data Analytics Business Administration Information Technology Statistics Mathematics or a related field from an accredited college or university.3 years of experience in a data analysis business intelligence or operational reporting role with demonstrated experience independently developing and maintaining analytical products for management or customer experience designing and maintaining performance dashboards and data visualization products using tools such as Microsoft Power BI Tableau or equivalent working within a structured SLA-driven service delivery or call center working within or directly supporting a federal government contracting :Prior experience supporting data analysis or reporting functions for a federal IT call center service desk or IT managed services experience conducting root cause analysis and contributing to process improvement initiatives within an operations or call center mentoring or providing guidance to junior analysts or support Skills and Competencies:Strong communication skills in English both written and oral with the ability to present complex data findings and analytical insights clearly and concisely to both technical and non-technical audiences including program leadership and government analytical skills with the ability to independently collect clean validate and interpret large volumes of operational data from multiple sources to identify trends root causes and actionable improvement proficiency in Microsoft Excel including advanced formulas pivot tables data modeling dynamic charting and macro development for sophisticated operational reporting and analysis in data visualization platforms such as Microsoft Power BI Tableau or equivalent tools with demonstrated experience designing and maintaining performance dashboards and interactive analytical reports for program leadership and customer in SQL or equivalent data querying languages for extracting transforming and analyzing data from relational databases and ITSM -on experience with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent systems including experience extracting and analyzing platform data for performance reporting knowledge of IT service management principles and ITIL frameworks including SLA governance incident management and continuous service improvement data governance skills with experience developing and maintaining data quality standards reporting templates data dictionaries and analytical process in Microsoft Office Suite (Word PowerPoint Outlook) and collaboration tools such as Microsoft Teams and SharePoint for documentation communication and reporting ability to manage multiple priorities and deliverables simultaneously with minimal supervision maintaining accuracy and meeting deadlines in a fast-paced operational 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 statistical analysis tools or programming languages such as Python or R for advanced data analysis and modeling Six Sigma White Belt Yellow Belt or Green Belt Management Professional (PMP) certification or demonstrated project management experience supporting analytical programs or with enterprise data warehouse platforms ETL (Extract Transform Load) processes or equivalent data integration with federal IT governance frameworks and reporting requirements such as FITARA FedRAMP or NIST cybersecurity supporting quality assurance (QA) programs and integrating customer satisfaction and call monitoring data into performance reporting with workforce management platforms and call center performance analytics tools used in an operational call center contributing to business development efforts including proposal writing analytical capability narratives and past performance Support Center Analyst (HDI-SCA) or equivalent IT service management certification demonstrating knowledge of call center operations and service delivery 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