Senior Project Analyst Customer Service Support

Koniag Professional Services, LLC, a Koniag Government Service Company, is seeking a Senior Project Analyst Customer Service Support to support KPS and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust. This position is for a Future New Business Opportunity.

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.

The ideal candidate will have strong analytical abilities, project management experience, and excellent communication skills, particularly in the early childhood education sector. This role requires someone who can effectively evaluate procedures, lead process improvement initiatives, and manage stakeholder relationships while operating with minimal supervision. The Senior Analyst will play a crucial role in driving operational excellence and ensuring high-quality customer service delivery.

Essential Functions, Responsibilities & Duties may include, but are not limited to:
The Senior Analyst will be responsible for providing analytical expertise and support for various customer service initiatives. Principal responsibilities include:

• Conduct performance analyses, prepare management reports, coordinate organizational initiatives, and assist in strategic planning activities
• Lead small projects, collaborate with cross-functional teams, and operate with minimal supervision to drive operational excellence
• Evaluate complex procedures, processes, techniques, and systems related to contractual issues
• Develop and maintain work breakdown structures, charts, tables, and other analytical tools to support decision-making
• Lead process improvement initiatives and guide implementation of enhanced procedures and workflows
• Develop, coordinate, and improve program policies, standards, and activities
• Create and deliver high-quality presentations to various stakeholders, including federal agency personnel
• Manage multiple project aspects, including staffing, meeting coordination, budget management, project and committee support, and implementation of project activities
• Lead media-focused communications and manage support teams to improve message promotion
• Facilitate cooperation across federal stakeholders and senior leadership to achieve project objectives
• Conduct regular client meetings to discuss performance, propose initiatives, and establish priorities
• Apply comprehensive knowledge of procedures and processes related to federal government grants
• Create and maintain detailed project documentation and reports
• Analyze customer service data to identify trends, issues, and improvement opportunities
• Develop and implement data-driven solutions to enhance service delivery
• Travel for meetings and site visits, averaging 1-2 trips monthly
• Monitor key performance indicators and create analytical reports to track progress

Requirements:

• Excellent presentation development and delivery capabilities
• Media communications experience
• Proactive problem-solving ability
• Strong technical and writing skills
• Experience in process improvement methodologies
• Project management expertise
• Budget management experience
• Federal stakeholder management experience
• Strong leadership abilities
• Ability to identify and analyze customer issues
• Strong analytical and critical thinking skills
• Corporate experience in managing and administering work as described in the scope of work
• Capacity to provide sufficient experienced, qualified staff with the proven ability to perform required tasks
• Capability to provide staff needed to meet unforeseen, urgent assignments
• Experience in computer software applications (Windows 2010, Excel, PowerPoint, ACCESS, SharePoint), and other Government/Federal systems
• Advanced data analysis and reporting skills
• Ability to translate complex data into actionable insights
• Experience working with cross-functional teams
• Excellent verbal and written communication skills
• Ability to work independently with minimal supervision
• Willingness to travel as required (1-2 trips monthly)
• Ability to obtain and maintain a Public Trust security clearance

Education:

• Bachelor's degree in Business Analytics, Business Administration, Public Administration, or related field with at least 3 years of relevant experience (Educational qualifications may be used in lieu of experience)

Work Experience, Knowledge, Skills & Abilities:

• Demonstrated experience in process analysis and evaluation
• Proven knowledge of Head Start and Early Head Start programs or early childhood education

Desired Skills and Competencies:

• PMP or similar project management certification
• Knowledge of federal government processes and procedures
• Change management experience
• Strategic planning experience
• Experience with data analysis and visualization tools (Tableau, Power BI, etc.)
• Experience with CRM systems
• Advanced degree in a relevant field
• Experience with federal grant management and compliance
• Background in customer service operations and improvement
• Knowledge of quality management systems and methodologies
• Experience with performance metrics development and tracking
• Background in statistical analysis and research methodologies
• Experience with dashboard development and reporting
• Knowledge of business process reengineering
• Experience with stakeholder engagement at executive levels
• Familiarity with federal compliance requirements
• Experience with survey design and analysis
• Background in user experience analysis and improvement

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 apply for a position on our website, please get in touch with 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