Operations Analyst (Jr)

Koniag Government Services, LLC•Nashville, TN

1d•Onsite

About The Position

Koniag Services Inc., a Koniag Government Services company, is seeking a motivated and detail-oriented Junior Operations Analyst to support the operational performance and continuous improvement efforts of our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is an analytical, curious, and organized early-career professional with a foundational understanding of call center or IT service operations, a passion for data and process improvement, and a strong desire to grow within a dynamic government services environment. They bring strong attention to detail, effective communication skills, and a collaborative work ethic that contributes positively to the 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.

Requirements

Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
1+ years of experience in an operations, analytics, administrative support, or IT call center environment.
Demonstrated ability to collect, organize, and present data in a clear and meaningful format.
Strong communication skills in English – both written and oral – with the ability to present data findings and operational updates clearly to both technical and non-technical audiences.
Foundational analytical skills with the ability to collect, organize, and interpret operational data to support informed decision-making.
Proficiency in Microsoft Office Suite, with particular emphasis on Microsoft Excel for data organization, basic analysis, and reporting, and Microsoft PowerPoint for the preparation of briefing materials.
Proficiency in collaboration tools such as Microsoft Teams and SharePoint for document management and team communication.
Strong attention to detail with a commitment to accuracy and quality in all data collection, reporting, and documentation tasks.
Demonstrated ability to manage multiple assignments simultaneously, prioritize effectively, and meet deadlines in a fast-paced operational environment.
Strong organizational skills with the ability to maintain well-structured records, files, and documentation repositories.
Collaborative and team-oriented work style with the ability to work effectively under the direction of senior staff and program leadership.
Willingness to learn new tools, platforms, and operational methodologies in support of program objectives.
Ability to obtain and maintain a government security clearance as required.

Nice To Haves

Prior experience supporting operations or analytics functions within a federal government contracting environment.
Familiarity with IT call center or service desk operations, including exposure to ITSM platforms and SLA-driven performance environments.
Experience supporting the preparation of reports or briefing materials for management or customer audiences.
Active government security clearance (Secret or higher).
Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent ticketing and workflow management systems.
Basic familiarity with data visualization tools such as Microsoft Power BI, Tableau, or equivalent platforms.
ITIL Foundation certification or demonstrated familiarity with ITIL service management concepts.
Experience supporting process improvement or quality assurance initiatives within a call center or operations environment.
Familiarity with federal IT governance frameworks and reporting requirements.
Basic understanding of workforce management concepts and tools used in a call center environment.
Experience with project tracking or task management tools such as Microsoft Project, Jira, Smartsheet, or equivalent platforms.
CompTIA A+ or equivalent entry-level IT certification demonstrating foundational IT knowledge.

Responsibilities

Assist in the collection, organization, and analysis of call center operational data including call volumes, ticket trends, handle times, resolution rates, SLA compliance, and customer satisfaction scores.
Support the development and maintenance of performance dashboards, scorecards, and recurring operational reports for use by program leadership and government stakeholders.
Monitor daily and weekly call center performance metrics, flagging anomalies, trends, or areas of concern to the Call Center Operations Manager for review and action.
Assist in the preparation of customer-facing deliverables including monthly performance reports, data summaries, and briefing materials, ensuring accuracy and timeliness of all submissions.
Support continuous process improvement initiatives by conducting research, gathering operational data, documenting current-state processes, and assisting in the development of improvement recommendations.
Assist in the development and maintenance of standard operating procedures (SOPs), knowledge base articles, and operational documentation to ensure accuracy and currency.
Coordinate with call center supervisors and team leads to gather operational inputs, validate data accuracy, and support the resolution of reporting discrepancies.
Assist in the management and tracking of action items, risk logs, and issue registers, ensuring follow-up activities are documented and completed in a timely manner.
Support workforce management activities by assisting in the analysis of staffing data, schedule adherence reports, and attendance tracking to identify coverage trends and gaps.
Participate in team meetings, operational reviews, and customer briefings, taking notes, tracking action items, and distributing meeting summaries as directed.
Assist in the onboarding of new staff by supporting the preparation of training materials, orientation schedules, and access request coordination.
Respond to ad hoc data requests and analytical tasks from program leadership in a timely and accurate manner.
Maintain organized and up-to-date program files, records, and documentation repositories in accordance with program standards and contractual requirements.