Mid Data Analyst - IT Call Center Insights (Nashville)

Koniag Services, Inc.; Nashville (TN); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. in Nashville, TN is seeking a Mid-Level Data Analyst to support IT Call Center performance monitoring, reporting, and operational intelligence for government clients.

You will independently develop analytical products, analyze call center performance data, and deliver data-driven insights to inform decisions and contractual reporting. The role requires strong data tools experience, collaboration with operations leadership, and the ability to produce accurate, timely outputs.

Qualifications

• Bachelor's degree in data analytics, business administration, IT, statistics, or related field.
• 3+ years in data analysis, BI, or operational reporting with independent analytics delivery.
• Experience designing/perf dashboards and data visualization using Power BI, Tableau, or equivalents.
• Experience in SLA-driven service delivery or call center environments.
• Experience supporting federal government contracting environments (preferred).

Responsibilities

• Collect, clean, validate, and analyze call center data from multiple sources (ITSM, telephony, WFM).
• Design and maintain dashboards, scorecards, and recurring analytical reports for leadership and stakeholders.
• Monitor performance data daily/weekly/monthly and highlight trends with recommended actions.
• Prepare monthly/adhoc customer-facing reports and briefing materials.
• Conduct root-cause analysis and contribute to continuous improvement initiatives.
• Develop data governance standards, data dictionaries, and documentation.

Skills

Data analysis

Power BI

SQL

Tableau

Excel

Communication

Education

Bachelor's degree in data analytics or related field

Tools

ServiceNow

Tableau

Job description

Koniag Services Inc. in Nashville, TN is seeking a Mid-Level Data Analyst to support IT Call Center performance monitoring, reporting, and operational intelligence for government clients.

You will independently develop analytical products, analyze call center performance data, and deliver data-driven insights to inform decisions and contractual reporting. The role requires strong data tools experience, collaboration with operations leadership, and the ability to produce accurate, timely outputs.