Operations Analyst (Mid level)

Koniag Government Services•Nashville, TN

7d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.
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.

Responsibilities

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.