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, Tennessee.

We 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 more.

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…