Operations Analyst (Mid level)

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced Mid-Level Operations Analyst to support the operational performance, data analysis, and continuous improvement efforts of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an analytical and detail-driven professional with demonstrated experience in call center or IT service operations analysis, a strong command of data reporting and visualization tools, and a proven ability to translate operational data into actionable insights. They bring a proactive mindset, strong communication skills, and the ability to work independently while contributing meaningfully to a collaborative 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.

The Mid-Level Operations Analyst will play a key role in supporting the operational health and performance of the IT Call Center program by analyzing data, identifying trends, developing reports, and supporting process improvement initiatives. This individual will work closely with the Call Center Operations Manager and program leadership to provide data-driven insights that inform operational decisions and support contractual reporting requirements. Principal responsibilities will include but are not limited to:

• Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, and customer satisfaction scores.
• Design, develop, and maintain performance dashboards, scorecards, and recurring operational reports that provide program leadership and government stakeholders with clear, accurate, and timely visibility into call center performance.
• Proactively monitor daily, weekly, and monthly call center performance metrics, identifying trends, anomalies, and areas of concern and presenting findings with recommended corrective actions to program leadership.
• Lead the preparation of customer-facing deliverables including monthly and quarterly performance reports, data analysis summaries, and executive briefing materials, ensuring all submissions are accurate, polished, and delivered on time.
• Lead and support continuous process improvement initiatives by conducting in-depth analysis of current-state operations, identifying inefficiencies, benchmarking against industry best practices, and developing actionable improvement recommendations for leadership consideration.
• Develop, review, and maintain standard operating procedures (SOPs), knowledge base articles, and operational documentation, ensuring accuracy, currency, and alignment with program standards.
• Collaborate with call center supervisors, team leads, and the Operations Manager to validate data accuracy, reconcile reporting discrepancies, and ensure operational inputs are captured consistently across all shifts.
• Manage and maintain program action item logs, risk registers, and issue trackers, ensuring all items are accurately documented, assigned, and resolved in a timely manner.
• Conduct workforce management analysis including staffing trend analysis, schedule adherence reporting, and capacity planning support to inform resource allocation decisions.
• Facilitate and support operational review meetings, customer briefings, and program status sessions by preparing materials, capturing action items, and distributing meeting summaries.
• Mentor and provide guidance to junior operations analysts, supporting their professional development and ensuring consistency in analytical approaches and reporting standards.
• Respond to ad hoc analytical requests from program leadership and government stakeholders, delivering accurate and insightful outputs within established timelines.
• Support quality assurance activities by analyzing call monitoring data, ticket quality scores, and customer feedback to identify coaching opportunities and systemic quality issues.

Education and Experience:

Required:

• Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university.
• 3+ years of experience in an operations analysis, data analysis, or IT call center operations support role.
• Demonstrated experience developing operational reports, performance dashboards, and data summaries for management or customer audiences.
• Experience working within a structured, SLA-driven service delivery environment.

Preferred :

• Prior experience supporting operations analysis functions within a federal government contracting environment.
• Experience working within or directly supporting an IT call center or service desk program.
• Demonstrated experience leading or contributing to process improvement initiatives within an operations or call center environment.

Required Skills and Competencies:

• Strong communication skills in English - both written and oral - with the ability to present complex data findings and operational insights clearly and concisely to both technical and non-technical audiences, including senior leadership and government stakeholders.
• Demonstrated analytical skills with the ability to independently collect, interpret, and synthesize large volumes of operational data to identify trends, root causes, and improvement opportunities.
• Advanced proficiency in Microsoft Excel, including pivot tables, data modeling, formulas, and charting for operational reporting and analysis purposes.
• Proficiency in data visualization tools such as Microsoft Power BI, Tableau, or equivalent platforms for the development of performance dashboards and visual reporting products.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint.
• Hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
• Working knowledge of IT service management principles and ITIL frameworks, including SLA management, incident management, and performance reporting.
• Strong project management and organizational skills with demonstrated ability to manage multiple priorities, deliverables, and deadlines simultaneously with minimal supervision.
• Experience developing and maintaining SOPs, operational documentation, and knowledge base content.
• 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 process improvement methodologies such as Lean, Six Sigma, or equivalent frameworks.
• Lean Six Sigma White Belt, Yellow Belt, or Green Belt certification.
• Project Management Professional (PMP) certification or demonstrated project management experience.
• Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST.
• Experience with workforce management tools and call center performance analytics platforms.
• Familiarity with quality assurance (QA) methodologies and call monitoring programs within a call center environment.
• Experience with project tracking or task management tools such as Microsoft Project, Jira, Smartsheet, or equivalent platforms.
• Experience mentoring or providing guidance to junior analysts or support staff.

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