Mid Data Analyst - IT Call Center Analytics

Koniag Services, Inc.; Nashville (TN); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

3 weeks PTO

Job summary

Koniag Services Inc. is seeking a Mid-Level Data Analyst to support the IT Call Center for government clients in Nashville, TN. This role emphasizes data analysis, reporting, and performance visibility across multiple data sources and platforms.

The ideal candidate will independently develop analytical products, maintain dashboards, and provide data-driven insights to leadership. A government clearance may be required, and the position offers a comprehensive benefits package in a structured,

Qualifications

• Bachelor's degree required in a relevant field.
• 3+ years in data analysis, BI, or operations reporting.
• Experience designing/maintaining dashboards and data visualization products.
• Experience in SLA-driven call center or government contracting environment.
• Ability to obtain government security clearance if required.

Responsibilities

• Collect, clean, validate, and analyze call center data from ITSM, telephony, and WFM tools.
• Design/develop dashboards, scorecards, and recurring reports for leadership and stakeholders.
• Monitor performance data, identify trends/anomalies, and present actionable insights.
• Prepare monthly performance reports and briefing materials for customers.
• Conduct root cause analyses of performance gaps and recommend improvements.
• Support data governance standards, data dictionaries, and documentation.
• Collaborate with supervisors and managers to ensure data accuracy across shifts.
• Develop staffing trend reports and capacity planning data products.
• Assist in QA and data inputs for reporting outputs.

Skills

Data analysis

Data visualization

Dashboards

Root cause analysis

Mentoring

Education

Bachelor's degree in Data Analytics, IT, or related field

Tools

Power BI

Tableau

SQL

Excel

ServiceNow/Remedy (ITSM)

Job description

Koniag Services Inc. is seeking a Mid-Level Data Analyst to support the IT Call Center for government clients in Nashville, TN. This role emphasizes data analysis, reporting, and performance visibility across multiple data sources and platforms.

The ideal candidate will independently develop analytical products, maintain dashboards, and provide data-driven insights to leadership. A government clearance may be required, and the position offers a comprehensive benefits package in a structured,