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, 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 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 site's 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 site's performance measurement, reporting, and data governance framework.
- Independently 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 performance.
- Conduct 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 leadership.
- Lead 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 timeliness.
- Serve 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 members.
- Lead 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 outcomes.
- Develop 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 opportunities.
- Partner 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 performance.
- Serve 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 consolidations.
- Lead 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 requirements.
- Proactively 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 confidence.
- Facilitate 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 precision.
- Serve 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 team.
- Design 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 improvements.
- Support business development activities as needed, including contributing to proposal efforts with site-level performance data, analytical capability narratives, and past performance documentation.
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.
- 7+ years of experience in a data analysis, business intelligence, or operational reporting role, with demonstrated progression of analytical responsibility and increasing complexity of work.
- Demonstrated experience designing and owning advanced performance measurement frameworks, reporting systems, and data visualization products for senior leadership and executive audiences.
- Proven experience leading data-driven process improvement initiatives within a structured, SLA-driven IT service delivery or call center environment.
- Demonstrated experience working within a federal government contracting environment.
- Proven experience mentoring junior analysts and leading analytical workstreams or teams.
Preferred:
- Master's degree in Data Analytics, Business Intelligence, Statistics, Information Technology, or a related field.
- Prior experience serving as a senior or lead data analyst on a federal IT call center, service desk, or IT managed services contract.
- Demonstrated experience serving as a site-level analytical lead with responsibility for enterprise reporting coordination and data governance.
Required 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 teams.
- Expert-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 rigor.
- Expert 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 analysis.
- Expert 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 effectively.
- Advanced 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 purposes.
- Deep 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 reporting.
- Comprehensive knowledge of IT service management principles and ITIL frameworks, including incident management, problem management, SLA governance, and continuous service improvement.
- Demonstrated 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 outcomes.
- Expert-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 environment.
- Proven ability to independently manage multiple complex analytical priorities, deliverables, and stakeholder relationships simultaneously in a fast-paced, high-visibility program environment.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:- Active government security clearance (Secret or higher).
- ITIL Intermediate or ITIL 4 Managing Professional certification.
- Lean Six Sigma Green Belt or Black Belt certification.
- Advanced 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 data.
- Project Management Professional (PMP) certification or demonstrated senior-level project and program management experience supporting analytical initiatives.
- Experience with enterprise data warehouse platforms, advanced ETL (Extract, Transform, Load) processes, or equivalent data integration and pipeline management tools.
- Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards as they relate to data management and reporting.
- Experience designing and implementing enterprise-level quality assurance (QA) analytics frameworks, call monitoring scoring methodologies, and customer satisfaction measurement programs within a call center environment.
- Experience with advanced workforce management platforms and enterprise call center performance analytics tools used in a multi-shift, high-volume operational environment.
- Familiarity with cloud-based data platforms such as Microsoft Azure, AWS, or Google Cloud and their associated data analytics and business intelligence services.
- Experience contributing to business development efforts including proposal writing, analytical capability development, data management narratives, and past performance documentation.
- HDI Support Center Analyst (HDI-SCA) or equivalent IT service management certification demonstrating advanced knowledge of call center operations and IT service delivery concepts.
