Position 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 functions. + Design, 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 scores. + Proactively 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 staff. + Lead 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 timeliness. + Conduct in-depth root cause analysis of performance gaps, SLA breaches, and operational inefficiencies, developing data-supported findings and actionable recommendations for leadership consideration. + Support continuous process improvement initiatives by independently analyzing current-state operational data, identifying inefficiencies, and contributing data-driven recommendations aligned with ITIL and industry best practices. + Develop, 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 functions. + Collaborate 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 periods. + Support workforce management analysis by independently developing staffing trend reports, schedule adherence analyses, and capacity planning data products to inform resource allocation decisions. + Facilitate 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 stakeholders. + Provide guidance and mentorship to junior data analysts, reviewing work products, sharing best practices, and supporting their development of core analytical skills and program knowledge. + Manage and maintain the program's data infrastructure including ITSM platform reporting configurations, data extraction processes, and dashboard maintenance, escalating technical issues as needed. + Support quality assurance activities by analyzing call monitoring data, ticket quality scores, and customer feedback trends to identify systemic quality issues and coaching opportunities. + Respond to ad hoc data requests from program leadership and government stakeholders, delivering accurate, insightful, and well-presented analytical outputs within established timelines.

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. + 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 audiences. + Demonstrated experience designing and maintaining performance dashboards and data visualization products using tools such as Microsoft Power BI, Tableau, or equivalent platforms. + Experience working within a structured, SLA-driven service delivery or call center environment. + Experience working within or directly supporting a federal government contracting environment.

Preferred:

+ Prior experience supporting data analysis or reporting functions for a federal IT call center, service desk, or IT managed services program. + Demonstrated experience conducting root cause analysis and contributing to process improvement initiatives within an operations or call center environment. + Experience mentoring or providing guidance to junior analysts or support staff.

Required 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 stakeholders.

+ Demonstrated 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 opportunities. + Advanced proficiency in Microsoft Excel, including advanced formulas, pivot tables, data modeling, dynamic charting, and macro development for sophisticated operational reporting and analysis purposes. + Proficiency 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 audiences. + Proficiency in SQL or equivalent data querying languages for extracting, transforming, and analyzing data from relational databases and ITSM platforms. + Hands-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 purposes. + Working knowledge of IT service management principles and ITIL frameworks, including SLA governance, incident management, and continuous service improvement concepts. + Strong data governance skills with experience developing and maintaining data quality standards, reporting templates, data dictionaries, and analytical process documentation. + Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and reporting purposes. + Demonstrated ability to manage multiple priorities and deliverables simultaneously with minimal supervision, maintaining accuracy and meeting deadlines in a fast-paced operational environment. + Ability to obtain and maintain a government security clearance as required.

Desired 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 purposes. + Lean Six Sigma White Belt, Yellow Belt, or Green Belt certification. + Project Management Professional (PMP) certification or demonstrated project management experience supporting analytical programs or initiatives. + Experience with enterprise data warehouse platforms, ETL (Extract, Transform, Load) processes, or equivalent data integration tools. + Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards. + Experience supporting quality assurance (QA) programs and integrating customer satisfaction and call monitoring data into performance reporting frameworks. + Familiarity with workforce management platforms and call center performance analytics tools used in an operational call center environment. + Experience contributing to business development efforts including proposal writing, analytical capability narratives, and past performance documentation. + HDI Support Center Analyst (HDI-SCA) or equivalent IT service management certification demonstrating knowledge of call center operations and service delivery concepts.

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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