Job Description

Who We're Looking For (Position Overview)

What Your Day-To-Day Looks Like (Position Responsibilities)

As a Mid-Level Data Analyst, you will:
• Collect, analyze, and validate operational data from ITSM platforms, telephony systems, workforce management tools, and other program data sources.
• Design, develop, and maintain dashboards, scorecards, and reports that provide visibility into call center performance, service levels, customer satisfaction, and operational trends.
• Monitor daily, weekly, and monthly performance metrics, identify trends and anomalies, and provide actionable recommendations to program leadership.
• Prepare recurring and ad hoc reports, performance reviews, executive briefings, and customer-facing deliverables.
• Conduct root cause analysis of performance gaps, SLA impacts, and operational challenges to support informed decision-making.
• Support continuous improvement initiatives through data analysis, performance monitoring, and process optimization recommendations.
• Develop and maintain data governance standards, reporting templates, data dictionaries, and analytical documentation to ensure reporting accuracy and consistency.
• Partner with supervisors, team leads, and operations managers to validate data, resolve reporting discrepancies, and improve data quality.
• Perform workforce management analysis, including staffing trends, schedule adherence, forecasting, and capacity planning.
• Support operational reviews and customer briefings by presenting analytical findings and responding to stakeholder questions.
• Provide mentorship and guidance to junior analysts, sharing best practices and supporting professional development.
• Maintain reporting configurations, data extraction processes, dashboards, and supporting analytical infrastructure.
• Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives.
• Respond to stakeholder data requests with accurate, timely, and well-presented analytical products.

What You Need to Succeed (Minimum Requirements)

• Bachelor’s degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, or a related field from an accredited college or university.
• Minimum of three (3) years of experience in data analysis, business intelligence, operational reporting, or a related analytical role.
• Experience independently developing and maintaining reports, dashboards, and analytical products for management, customer, or stakeholder audiences.
• Experience designing and maintaining performance dashboards and data visualization products using Power BI, Tableau, or similar reporting platforms.
• Experience collecting, validating, analyzing, and presenting operational data to support performance monitoring and business decision-making.
• Experience working within a service delivery, call center, help desk, or other SLA-driven operational environment.
• Experience supporting federal government programs or working within a government contracting environment.
• Strong written and verbal communication skills with the ability to present complex data findings to technical and non-technical audiences.
• Advanced proficiency in Microsoft Excel, including pivot tables, advanced formulas, charting, and data analysis functions.
• Proficiency with Power BI, Tableau, or similar business intelligence and data visualization tools.
• Experience using SQL or similar data querying languages to extract, transform, and analyze data from multiple sources.
• Familiarity with ITSM platforms such as ServiceNow, Remedy, or comparable ticketing and workflow management systems.
• Knowledge of ITIL principles, service delivery metrics, SLA management, and continuous improvement practices.
• Experience developing and maintaining data governance artifacts, including reporting standards, data dictionaries, process documentation, and quality controls.
• Proficiency with Microsoft Office Suite and collaboration tools including Teams and SharePoint.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, and deliverables with minimal supervision.
• Experience performing trend analysis, root cause analysis, and developing data-driven recommendations to improve operational performance.
• Ability to collaborate effectively with program leadership, operational teams, and cross-functional stakeholders.
• Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)

• Active Secret clearance or higher.ITIL Foundation, ITIL 4, or higher IT service management certification.
• Experience using Python, R, or similar tools for advanced data analysis, automation, and reporting.
• Lean Six Sigma White Belt, Yellow Belt, Green Belt, or comparable process improvement certification.
• certification or experience supporting projects, reporting initiatives, or analytical programs.
• Experience working with enterprise data warehouses, ETL processes, or data integration tools.
• Familiarity with federal IT governance and compliance frameworks, including FITARA, FedRAMP, and NIST.
• Experience supporting quality assurance programs and incorporating customer satisfaction, call monitoring, and performance data into reporting frameworks.
• Familiarity with workforce management platforms and call center performance analytics tools.
• Experience supporting proposal development through analytical content, capability narratives, past performance writeups, and data-driven solution development.
• HDI Support Center Analyst (HDI-SCA) or equivalent service desk or customer support certification.