Operations Analyst - Senior

Senior Operations Analyst

Koniag Services Inc., a Koniag Government Services company, is seeking a highly experienced and strategic Senior Operations Analyst to lead operational performance analysis, process improvement, and data-driven decision support for our IT Call Center serving government clients in the Nashville, Tennessee area. 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. They are a confident communicator, a collaborative leader, and a subject matter expert who brings both technical rigor and operational acumen to every engagement. 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 Senior Operations Analyst will serve as the analytical and process improvement lead for the IT Call Center program, providing expert-level data analysis, strategic reporting, and operational consulting to program leadership and government stakeholders. This individual will own the development and continuous refinement of the program's performance measurement framework, lead complex process improvement initiatives, and serve as a mentor and subject matter expert to junior and mid-level analysts on the team. Principal responsibilities will include but are not limited to:

• Serve as the primary analytical lead for the IT Call Center program, owning the end-to-end development, maintenance, and continuous improvement of the program's performance measurement and reporting framework.
• Independently design, develop, and maintain advanced performance dashboards, scorecards, and analytical reports that provide program leadership and government stakeholders with comprehensive, real-time visibility into all aspects of call center operational performance.
• Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce utilization, and customer satisfaction trends, translating findings into clear, actionable strategic recommendations.
• Lead the preparation and quality assurance review of all customer-facing analytical deliverables including monthly and quarterly performance reports, executive briefing materials, and data-driven program assessments, ensuring the highest standards of accuracy, professionalism, and timeliness.
• Serve as the program's subject matter expert on process improvement, leading the identification, design, implementation, and evaluation of operational improvement initiatives using established methodologies such as Lean, Six Sigma, or ITIL continuous service improvement frameworks.
• Develop and maintain a comprehensive operational metrics baseline, conducting regular benchmarking against industry standards and peer programs to identify performance gaps and strategic improvement opportunities.
• Partner with the Call Center Operations Manager and program leadership to develop data-driven workforce planning strategies, capacity models, and resource allocation recommendations that optimize call center coverage and operational efficiency.
• Lead the development, review, and governance of standard operating procedures (SOPs), knowledge base content, operational playbooks, and program documentation, ensuring all materials are current, accurate, and aligned with contractual and regulatory requirements.
• Proactively identify emerging operational risks, performance trends, and systemic issues, developing risk mitigation strategies and presenting findings and recommendations to program leadership and government stakeholders.
• Facilitate and lead operational review meetings, program performance reviews, and customer briefings, presenting analytical findings with confidence and responding to stakeholder questions with authority and clarity.
• Serve as a mentor and subject matter expert to junior and mid-level operations analysts, providing technical guidance, reviewing work products, and supporting the professional development of the broader analytics team.
• Collaborate with IT teams, subcontractors, and cross-functional program staff to ensure data integrity, reporting consistency, and alignment of operational metrics across all program workstreams.
• Support quality assurance program leadership by designing and implementing call monitoring frameworks, ticket quality scoring methodologies, and customer feedback analysis processes that drive continuous service quality improvements.
• Contribute to business development activities as needed, including supporting proposal efforts with operational data, past performance documentation, and analytical capability narratives.

Required:

• 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.

Preferred :

• Master's degree in Business Administration, Data Analytics, Operations Management, Information Technology, or a related field.
• Prior experience serving as a senior or lead analyst on a federal IT call center or service desk contract.
• Demonstrated experience mentoring junior analysts and leading analytical teams or workstreams.

Required Skills and Competencies:

• Exceptional communication skills in English both written and oral with the ability to present complex analytical findings, strategic recommendations, and program performance insights clearly and persuasively to executive-level government stakeholders, program leadership, and technical teams.
• Expert-level analytical skills with the ability to independently design and execute complex analyses of large, multi-source operational datasets to surface meaningful trends, root causes, and strategic improvement opportunities.
• Expert proficiency in Microsoft Excel, including advanced formulas, pivot tables, data modeling, macros, and dynamic charting for sophisticated operational reporting and analysis.
• Advanced proficiency in data visualization platforms such as Microsoft Power BI, Tableau, or equivalent tools, with demonstrated experience designing executive-level dashboards and interactive analytical reports.
• Deep hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent systems, including experience extracting, querying, and analyzing platform data for reporting purposes.
• Comprehensive knowledge of IT service management principles and ITIL frameworks, including incident management, problem management, SLA governance, and continuous service improvement.
• Demonstrated expertise in process improvement methodologies such as Lean, Six Sigma, or equivalent frameworks, with a track record of leading initiatives that deliver measurable operational outcomes.
• Strong program management and organizational skills with demonstrated ability to independently manage multiple complex priorities, deliverables, and stakeholder relationships simultaneously.
• Proven experience developing and governing SOPs, operational documentation, and knowledge management content in a structured program environment.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:

• Active government security clearance (Secret or higher).
• ITIL Intermediate or ITIL 4 Managing Professional certification.
• Lean Six Sigma Green Belt or Black Belt certification.
• Project Management Professional (PMP) certification or demonstrated senior-level project management experience.
• Experience with advanced statistical analysis tools or programming languages such as Python, R, or SQL for large-scale data querying and analysis.
• Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards.
• Experience designing and implementing quality assurance (QA) programs, call monitoring frameworks, and customer satisfaction measurement methodologies within a call center environment.
• Experience with enterprise workforce management platforms and call center performance analytics tools.
• Familiarity with Agile or hybrid program management methodologies and experience supporting Agile operational teams.
• Experience contributing to business development efforts including proposal writing, analytical capability development, and past performance documentation.
• HDI Support Center Analyst (HDI-SCA) or equivalent IT service management certification.

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.

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