Position Description:
The Junior Data Analyst will support the operational performance monitoring and reporting functions of the IT Call Center program by collecting, organizing, and analyzing call center data, assisting in the development of performance reports and dashboards, and contributing to continuous improvement efforts under the guidance of senior analytical staff and program leadership.

Principal responsibilities will include but are not limited to: + Assist in the collection, organization, cleaning, and validation of call center operational data from multiple sources including ITSM ticketing platforms, telephony systems, and workforce management tools. + Support the development and maintenance of performance reports, dashboards, and scorecards that provide program leadership and government stakeholders with visibility into key call center metrics including call volumes, ticket trends, handle times, SLA compliance, and customer satisfaction scores. + Monitor daily and weekly call center performance data, flagging anomalies, data discrepancies, and emerging trends to senior analysts and program leadership for review and action. + Assist in the preparation of recurring and ad hoc customer-facing deliverables including performance summaries, data reports, and briefing support materials, ensuring accuracy and timeliness of all outputs. + Support continuous process improvement initiatives by gathering and organizing operational data, documenting current-state processes, and assisting senior analysts in the development of data-supported improvement recommendations. + Maintain and update existing reporting templates, dashboards, and data visualization products under the direction of senior analytical staff, ensuring all outputs reflect current and accurate program data. + Coordinate with call center supervisors and team leads to gather operational data inputs, validate data accuracy, and reconcile reporting discrepancies across shifts and operational periods. + Assist in the development and maintenance of data dictionaries, reporting documentation, and analytical process guides to support data governance and reporting consistency across the program. + Support workforce management reporting by assisting in the collection and organization of staffing data, schedule adherence reports, and attendance records for analysis and review. + Participate in team meetings, operational reviews, and analytical working sessions, taking notes, tracking action items, and contributing data-related inputs as directed. + Respond to ad hoc data requests from program leadership and senior analysts in a timely and accurate manner, delivering well-organized and clearly presented outputs. + Maintain organized and up-to-date data files, records, and documentation repositories in accordance with program standards and contractual requirements. + Continuously develop analytical skills and program knowledge by actively participating in training opportunities, seeking feedback from senior staff, and staying current on relevant tools, platforms, and best practices.

Education and Experience:

•

Required:

+ Bachelor's degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, 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 a data analysis, business intelligence, reporting, or operations support role. + Demonstrated ability to collect, organize, and present data in a clear, accurate, and meaningful format. + Basic familiarity with data reporting tools and visualization platforms.

Preferred:

+ Prior experience supporting data analysis or reporting functions within a federal government contracting environment. + Familiarity with IT call center or service desk operations, including exposure to ITSM platforms and SLA-driven performance environments. + Experience supporting the preparation of performance reports or briefing materials for management or customer audiences.

Required Skills and Competencies:
+ Strong communication skills in English - both written and oral - with the ability to present data findings and reporting outputs clearly and accurately to both technical and non-technical audiences.

+ Foundational data analysis skills with the ability to collect, clean, organize, and interpret operational data to support performance monitoring and reporting functions. + Proficiency in Microsoft Excel, including pivot tables, basic formulas, data sorting and filtering, and charting for operational reporting and data organization purposes. + Basic familiarity with data visualization tools such as Microsoft Power BI, Tableau, or equivalent platforms for the development and maintenance of performance dashboards and visual reporting products. + Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems. + Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and reporting purposes. + Strong attention to detail with a commitment to data accuracy, reporting quality, and consistency in all analytical and documentation tasks. + Demonstrated ability to manage multiple assignments simultaneously, prioritize effectively, and meet deadlines in a fast-paced operational environment. + Collaborative and team-oriented work style with the ability to work effectively under the direction of senior analytical staff and program leadership. + Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:
+ Active government security clearance (Secret or higher).

+ Basic proficiency in SQL or equivalent data querying languages for extracting and organizing data from relational databases or ITSM platforms. + ITIL Foundation certification or demonstrated familiarity with ITIL service management concepts and SLA-driven reporting environments. + Experience with data governance concepts including data quality standards, data dictionaries, and reporting documentation. + Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards. + Basic familiarity with statistical analysis concepts and their application to operational performance data. + Experience with project tracking or task management tools such as Microsoft Project, Jira, Smartsheet, or equivalent platforms. + Lean Six Sigma White Belt certification or basic familiarity with process improvement concepts and methodologies. + CompTIA A+ or equivalent entry-level IT certification demonstrating foundational IT knowledge relevant to call center operations. + Experience contributing to the development of SOPs, data documentation, or knowledge base content in a structured operational environment.

Our 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 employment. The 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 accommodations@koniag-gs.com or by calling 703-488-9377 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 www.koniag-gs.com . Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

Job Details
Pay Type
Salary

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