Senior Operations Analyst

Role Overview The Senior Operations Analyst will lead operational performance analysis, process improvement, and data-driven decision support for the IT Call Center program. They will serve as the analytical and process improvement lead, providing expert-level data analysis, strategic reporting, and operational consulting to program leadership and government stakeholders. The ideal candidate is a seasoned analytical professional with deep expertise in IT call center or service operations analysis, advanced data reporting and visualization capabilities, and a demonstrated track record of translating complex operational data into strategic insights that drive measurable program improvements. What You Will Do The Senior Operations Analyst will be responsible for designing and maintaining advanced performance dashboards, scorecards, and analytical reports, conducting deep-dive analysis of complex call center operational data, and leading the preparation and quality assurance review of all customer-facing analytical deliverables. They will also serve as the program's subject matter expert on process improvement, leading the identification, design, implementation, and evaluation of operational improvement initiatives. Why It Might Be a Fit The ideal candidate will have a proven track record of leading process improvement initiatives, experience working within a federal government contracting environment, and demonstrated expertise in process improvement methodologies such as Lean, Six Sigma, or equivalent frameworks. They will also have exceptional communication skills, expert-level analytical skills, and advanced proficiency in data visualization platforms and IT Service Management (ITSM) systems. Requirements Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university. 7+ years of experience in an operations analysis, data analysis, or IT service operations support role, with demonstrated progression of responsibility. Demonstrated experience designing and maintaining advanced performance dashboards, reporting frameworks, and data visualization products for senior leadership and customer audiences. Proven experience leading process improvement initiatives within a structured, SLA-driven IT service delivery or call center environment. Experience working within a federal government contracting environment. Benefits Competitive compensation Health, dental, and vision insurance 401K with company matching Flexible spending accounts Paid holidays Three weeks paid time off More #J-18808-Ljbffr Koniag Government Services