UAC Analyst (Sr)

About the role

Koniag Services Inc., a Koniag Government Services company, is seeking a highly experienced and analytically sophisticated Senior Data Analyst to lead data analysis, performance intelligence, and strategic reporting functions for our IT Call Center serving government clients in the Nashville, Tennessee area. The ideal candidate is a seasoned data professional with deep expertise in advanced analytics, data visualization, and performance measurement within a complex, SLA-driven IT service delivery environment. They bring a strategic analytical mindset, expert-level proficiency in data tools and platforms, and a demonstrated track record of delivering high-impact insights that drive meaningful operational improvements and inform executive-level decision making. They are a confident communicator, a collaborative leader, and a recognized subject matter expert who elevates the analytical capability of every team they are part of. 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.

Responsibilities

• Serve as the primary analytical lead for the Nashville IT Call Center program site, owning the end-to-end development, maintenance, and continuous improvement of the site's performance measurement, reporting, and data governance 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 Nashville call center operational performance.
• Conduct expert-level 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, strategic, and actionable recommendations for program leadership.
• Lead the preparation and quality assurance review of all site-level 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 Nashville site subject matter expert on data analysis and performance measurement, providing authoritative guidance on analytical methodologies, data interpretation, and reporting best practices to program leadership and cross-functional team members.
• Lead the identification, design, and implementation of data-driven process improvement initiatives, leveraging advanced analytical techniques and established methodologies such as Lean, Six Sigma, or ITIL continuous service improvement frameworks to drive measurable operational outcomes.
• Develop and maintain a comprehensive site-level operational metrics baseline, conducting regular benchmarking against program-wide standards, industry benchmarks, and contractual performance thresholds 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, staffing efficiency, and operational performance.
• Serve as the primary analytical liaison between the Nashville