Itsm Data Analyst Jobs (NOW HIRING)

Koniag Services Inc., a Koniag Government Services company, is seeking a talented and experienced Data Analyst to support headquarters-level data analysis, performance reporting, and strategic decision support for our IT Call Center program operations in the Washington, DC area. The ideal candidate is a highly analytical and detail-oriented professional with a strong command of data analytics, reporting tools, and visualization platforms, and a demonstrated ability to synthesize complex, multi-site operational data into clear and compelling insights for senior leadership and government stakeholders. They bring a strategic perspective, exceptional communication skills, and the ability to operate effectively in a fast-paced, high-visibility headquarters environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is located in the Washington, DC area.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Description:

The Headquarters Data Analyst will serve as a central analytical resource supporting the enterprise-wide performance monitoring, reporting, and data governance functions of the IT Call Center program. This individual will work closely with the Senior Program Manager, program leadership, and site-level operations teams to aggregate, analyze, and present program-wide performance data, support strategic planning activities, and ensure that all headquarters-level reporting requirements are met with accuracy and consistency. Principal responsibilities will include but are not limited to:

• 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.
• Support the 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.
• Collaborate with site-level operations analysts and program staff to ensure alignment of data definitions, reporting methodologies, and performance measurement standards across all program locations.
• Support data governance activities including the development and enforcement of data quality standards, reporting templates, data dictionary maintenance, and analytical process documentation.
• Assist in the management and continuous improvement of the program's data infrastructure, including ITSM platform reporting configurations, data extraction processes, and dashboard maintenance.
• Prepare and present analytical findings, program performance summaries, and strategic recommendations to senior program leadership and government stakeholders in both written and verbal formats.
• Respond to ad hoc data requests and analytical tasks from headquarters leadership and government stakeholders, delivering accurate, insightful, and well-presented outputs within established timelines.
• Support continuous improvement initiatives at the headquarters level by identifying cross-site operational inefficiencies, analyzing root causes, and developing data-supported improvement recommendations.
• Contribute to business development activities as needed, including supporting proposal efforts with program performance data, analytical capability narratives, and past performance documentation.

Education and Experience:

Required:

• Bachelor's degree in Data Analytics, Business Administration, Information Technology, Statistics, Operations Management, or a related field from an accredited college or university.
• 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.
• Experience working within a federal government contracting environment.
• Experience working with large, complex datasets from multiple sources to produce consolidated, enterprise-level analytical outputs.

Preferred:

• 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.
• Experience working in a high-visibility, senior leadership-facing analytical role within a government contracting environment.

Required Skills and Competencies:

• 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.
• Hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent systems, including experience extracting and analyzing platform data for enterprise reporting purposes.
• 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.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook) and collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and reporting purposes.
• Demonstrated ability to manage multiple high-priority deliverables simultaneously, maintaining accuracy and meeting deadlines in a fast-paced headquarters environment.
• Ability to obtain and maintain a government security clearance as required.

Desired Skills and Competencies:

• Active government security clearance (Secret or higher).
• ITIL Foundation certification or higher (ITIL Intermediate or ITIL 4 Managing Professional).
• Experience with advanced analytics or statistical programming languages such as Python or R for large-scale data analysis and modeling.
• Lean Six Sigma White Belt, Yellow Belt, or Green Belt certification.
• Project Management Professional (PMP) certification or demonstrated project management experience supporting analytical programs.
• Experience with enterprise data warehouse platforms, ETL (Extract, Transform, Load) processes, or equivalent data integration tools.
• Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards.
• Experience supporting quality assurance (QA) programs and integrating customer satisfaction data into enterprise performance reporting frameworks.
• Familiarity with workforce management platforms and call center performance analytics tools used in a multi-site operational environment.
• Experience contributing to business development efforts including proposal writing, analytical capability development, and past performance documentation.
• Knowledge of Earned Value Management (EVM) principles and reporting within a federal contract environment.

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352