Hiring: Data Analyst (HQ) Company: Koniag Government Services Location: Washington, DC Job Posted Time: 2026-09-17 10:08:38 Employment Type: Contract Target Skills & Keywords : Data Warehouse, ETL, FedRAMP, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Program Management, Project Management, Python, Quality Assurance, SQL, Security Clearance, ServiceNow, Six Sigma About the job Experience: •4+ years of experience in a data analysis, business intelligence, or operations analysis role, with demonstrated experience supporting enterprise-level or multi-site reporting functions. •Demonstrated experience designing and maintaining performance dashboards, analytical reports, and data visualization products for senior leadership and executive audiences. Required Skills: •Serve as the primary data analyst supporting headquarters-level program performance monitoring, aggregating and analyzing operational data from multiple call center sites to provide a comprehensive, enterprise-wide view of program performance. •Design, develop, and maintain advanced performance dashboards, scorecards, and analytical reports that provide senior program leadership and government stakeholders with timely, accurate, and actionable visibility into program-wide call center performance metrics. •Collect, validate, and consolidate operational data submissions from site-level operations teams, ensuring consistency, accuracy, and completeness of all data inputs prior to incorporation into headquarters-level reports and briefings. •Conduct in-depth analysis of program-wide operational data including call volumes, ticket trends, SLA compliance, first call resolution rates, escalation patterns, workforce utilization, and customer satisfaction scores, identifying cross-site trends, performance gaps, and strategic improvement opportunities. •Lead the preparation and quality assurance review of all headquarters-level customer-facing deliverables including monthly and quarterly performance reports, program scorecards, and executive briefing materials for senior government leadership. •Actively facilitate and support Senior Program Manager and headquarters leadership team in the development of data-driven strategic recommendations, program improvement initiatives, and resource allocation strategies informed by enterprise performance data. •Develop and maintain a program-wide operational metrics baseline and performance benchmarking framework, conducting regular comparisons across sites and against industry standards to identify best practices and areas requiring targeted improvement. •Partner cross-functionally with site-level operations analysts and program staff to ensure alignment of data definitions, reporting methodologies, and performance measurement standards across all program locations. Qualifications: •Master's degree in Data Analytics, Business Intelligence, Information Technology, Statistics, or a related field. •Prior experience supporting headquarters or enterprise-level data analysis functions for a federal IT call center, service desk, or IT managed services program. •Exceptional communication skills in English – both written and oral – with the ability to present complex data findings, analytical insights, and strategic recommendations clearly and persuasively to executive-level government stakeholders and senior program leadership. •Strong analytical skills with demonstrated ability to aggregate, validate, and interpret large volumes of multi-source operational data to identify enterprise-wide trends, performance patterns, and strategic improvement opportunities. •Advanced proficiency in Microsoft Excel, including advanced formulas, pivot tables, data modeling, dynamic charting, and macro development 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, multi-site analytical reports. •Proficiency in data querying languages such as SQL for extracting, transforming, and analyzing data from relational databases and ITSM platforms. •Applied hands-on capability in IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent systems, including experience extracting and analyzing platform data for enterprise reporting purposes. •Solid functional working knowledge of IT service management principles and ITIL frameworks, including SLA governance, incident management, and continuous service improvement. •Strong data governance skills with experience developing and enforcing data quality standards, reporting templates, and analytical process documentation. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!