UAC Analyst (Sr)

Koniag Services Inc. a Koniag Government Services company is seeking a highly experienced and analytically sophisticated Senior Data Analyst to lead data analysis performance intelligence and strategic reporting functions for our IT Call Center serving government clients in the Nashville Tennessee area. The ideal candidate is a seasoned data professional with deep expertise in advanced analytics data visualization and performance measurement within a complex SLA-driven IT service delivery environment. They bring a strategic analytical mindset expert-level proficiency in data tools and platforms and a demonstrated track record of delivering high-impact insights that drive meaningful operational improvements and inform executive-level decision making. They are a confident communicator a collaborative leader and a recognized subject matter expert who elevates the analytical capability of every team they are part of. 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 Senior Data Analyst will serve as the analytical lead for the Nashville IT Call Center program site owning the design development and continuous refinement of the sites performance measurement and reporting framework leading advanced data analysis initiatives and providing expert-level analytical consulting to program leadership and government stakeholders. This individual will drive data governance mentor junior and mid-level analysts and serve as the primary analytical liaison between the Nashville site and headquarters-level reporting functions. Principal responsibilities will include but are not limited to:Serve as the primary analytical lead for the Nashville IT Call Center program site owning the end-to-end development maintenance and continuous improvement of the sites performance measurement reporting and data governance 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 Nashville call center operational expert-level 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 strategic and actionable recommendations for program the preparation and quality assurance review of all site-level 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 Nashville site subject matter expert on data analysis and performance measurement providing authoritative guidance on analytical methodologies data interpretation and reporting best practices to program leadership and cross-functional team the identification design and implementation of data-driven process improvement initiatives leveraging advanced analytical techniques and established methodologies such as Lean Six Sigma or ITIL continuous service improvement frameworks to drive measurable operational and maintain a comprehensive site-level operational metrics baseline conducting regular benchmarking against program-wide standards industry benchmarks and contractual performance thresholds 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 staffing efficiency and operational as the primary analytical liaison between the Nashville site and the headquarters Data Analyst ensuring consistent data definitions reporting methodologies and performance measurement standards are applied across all site-level analytical outputs and enterprise-level reporting the development review and governance of site-level data standards reporting templates data dictionaries and analytical process documentation ensuring all materials are current accurate and aligned with program-wide data governance identify emerging data quality issues analytical risks and performance trends developing mitigation strategies and presenting findings and recommendations to program leadership and government stakeholders with clarity and and lead site-level operational review meetings performance reviews and customer briefings presenting advanced analytical findings and responding to complex stakeholder questions with authority and as a mentor and subject matter expert to junior and mid-level data analysts at the Nashville site providing technical guidance reviewing analytical work products and actively supporting the professional development and skill growth of the broader analytics and implement call monitoring analytics frameworks ticket quality scoring methodologies and customer feedback analysis processes that provide actionable quality insights and drive continuous service quality business development activities as needed including contributing to proposal efforts with site-level performance data analytical capability narratives and past performance and Experience:Required:Bachelors degree in Data Analytics Business Administration Information Technology Statistics Mathematics or a related field from an accredited college or university.7 years of experience in a data analysis business intelligence or operational reporting role with demonstrated progression of analytical responsibility and increasing complexity of experience designing and owning advanced performance measurement frameworks reporting systems and data visualization products for senior leadership and executive experience leading data-driven process improvement initiatives within a structured SLA-driven IT service delivery or call center experience working within a federal government contracting experience mentoring junior analysts and leading analytical workstreams or :Masters degree in Data Analytics Business Intelligence Statistics Information Technology or a related experience serving as a senior or lead data analyst on a federal IT call center service desk or IT managed services experience serving as a site-level analytical lead with responsibility for enterprise reporting coordination and data Skills and Competencies:Exceptional communication skills in English both written and oral with the ability to present complex analytical findings strategic insights and data-driven recommendations clearly confidently and persuasively to executive-level government stakeholders senior program leadership and cross-functional technical -level analytical skills with the ability to independently design and execute sophisticated analyses of large multi-source operational datasets surfacing meaningful trends root causes and strategic improvement opportunities with precision and proficiency in Microsoft Excel including advanced formulas complex pivot tables data modeling dynamic charting VBA macro development and Power Query for sophisticated operational reporting and large-scale data proficiency in data visualization platforms such as Microsoft Power BI Tableau or equivalent tools with demonstrated experience designing executive-level dashboards interactive analytical reports and advanced data visualizations that communicate complex insights accessibly and proficiency in SQL or equivalent data querying languages with demonstrated experience designing complex queries stored procedures and data extracts from relational databases and ITSM platforms for large-scale analytical hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow Remedy or equivalent systems including advanced experience configuring extracting and analyzing platform data for site-level and enterprise performance 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 data-driven initiatives that deliver quantifiable operational -level data governance skills with demonstrated experience designing and enforcing data quality standards reporting governance frameworks data dictionaries and analytical process documentation across a multi-analyst program ability to independently manage multiple complex analytical priorities deliverables and stakeholder relationships simultaneously in a fast-paced high-visibility 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 proficiency in statistical analysis and data science tools or programming languages such as Python or R with demonstrated experience applying statistical modeling predictive analytics or machine learning concepts to operational performance Management Professional (PMP) certification or demonstrated senior-level project and program management experience supporting analytical with enterprise data warehouse platforms advanced ETL (Extract Transform Load) processes or equivalent data integration and pipeline management with federal IT governance frameworks and reporting requirements such as FITARA FedRAMP or NIST cybersecurity standards as they relate to data management and designing and implementing enterprise-level quality assurance (QA) analytics frameworks call monitoring scoring methodologies and customer satisfaction measurement programs within a call center with advanced workforce management platforms and enterprise call center performance analytics tools used in a multi-shift high-volume operational with cloud-based data platforms such as Microsoft Azure AWS or Google Cloud and their associated data analytics and business intelligence contributing to business development efforts including proposal writing analytical capability development data management narratives and past performance Support Center Analyst (HDI-SCA) or equivalent IT service management certification demonstrating advanced knowledge of call center operations and IT 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