Data Analyst (HQ)

Role overview

Core responsibilities

• Aggregate and analyze operational data from multiple call center sites to provide an enterprise-wide view of performance.
• Develop and maintain dashboards, scorecards, analytical reports, and executive briefing materials.
• Collect, validate, and consolidate site-level data submissions for accurate headquarters reporting.
• Analyze call volumes, ticket trends, SLA compliance, first call resolution, escalations, workforce utilization, and customer satisfaction.
• Identify cross-site trends, performance gaps, root causes, and improvement opportunities.
• Support strategic recommendations, program improvements, and resource allocation using performance data.
• Maintain metrics baselines and benchmarking frameworks across sites and against industry standards.
• Align data definitions, reporting methods, and performance measurement standards with site teams.
• Support data governance, data quality standards, data dictionaries, templates, and process documentation.
• Assist with ITSM reporting configurations, data extraction, dashboards, and data infrastructure improvements.
• Present findings and recommendations to senior leadership and government stakeholders.
• Respond to ad hoc analytical requests and contribute performance data to business development activities.

Required education and experience

• Bachelor's degree in data analytics, business administration, information technology, statistics, operations management, or a related field from an accredited college or university.
• At least four years of experience in data analysis, business intelligence, or operations analysis, including enterprise-level or multi-site reporting.
• Experience designing and maintaining dashboards, analytical reports, and data visualization products for senior leadership.
• Experience working within a federal government contracting environment.
• Experience using large, complex, multi-source datasets to produce consolidated enterprise-level outputs.

Required skills and competencies

• Exceptional written and oral English communication skills for presenting complex findings and recommendations.
• Strong ability to aggregate, validate, and interpret large volumes of operational data.
• Advanced Microsoft Excel skills, including formulas, pivot tables, data modeling, charting, and macros.
• Advanced proficiency with Power BI, Tableau, or equivalent data visualization platforms.
• SQL proficiency for extracting, transforming, and analyzing data.
• Hands-on experience with ServiceNow, Remedy, or equivalent ITSM platforms.
• Knowledge of IT service management principles and ITIL frameworks.
• Data governance, data quality, documentation, and reporting standardization skills.
• Proficiency with Microsoft Office, Microsoft Teams, and SharePoint.
• Ability to manage multiple high-priority deliverables accurately and meet deadlines.
• Ability to obtain and maintain a government security clearance as required.

Preferred qualifications

• Master's degree in data analytics, business intelligence, information technology, statistics, or a related field.
• Experience supporting headquarters or enterprise data analysis for a federal IT call center, service desk, or managed services program.
• Experience in a senior leadership-facing analytical role within government contracting.
• Active government security clearance, ITIL certification, or Lean Six Sigma certification.
• Experience with Python or R, data warehouses, ETL, federal IT governance, quality assurance, workforce management, EVM, or proposal support.

Location

• The position is located in the Washington, DC area.

Benefits

• Benefits include medical, dental, and vision insurance, a 401(k) plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits, and tuition reimbursement.

About Koniag Government Services