Operations Analyst - Senior

• Bachelor's degree in Business Administration, Information Technology, Operations Management, Data Analytics, or a related field from an accredited college or university.
• 7+ years of experience in an operations analysis, data analysis, or IT service operations support role, with demonstrated progression of responsibility.
• Demonstrated experience designing and maintaining advanced performance dashboards, reporting frameworks, and data visualization products for senior leadership and customer audiences.
• Proven experience leading process improvement initiatives within a structured, SLA-driven IT service delivery or call center environment.
• Experience working within a federal government contracting environment.

• Master's degree in Business Administration, Data Analytics, Operations Management, Information Technology, or a related field.
• Prior experience serving as a senior or lead analyst on a federal IT call center or service desk contract.
• Demonstrated experience mentoring junior analysts and leading analytical teams or workstreams.

• Exceptional communication skills in English – both written and oral – with the ability to present complex analytical findings, strategic recommendations, and program performance insights clearly and persuasively to executive-level government stakeholders, program leadership, and technical teams.
• Expert-level analytical skills with the ability to independently design and execute complex analyses of large, multi-source operational datasets to surface meaningful trends, root causes, and strategic improvement opportunities.
• Expert proficiency in Microsoft Excel, including advanced formulas, pivot tables, data modeling, macros, and dynamic charting 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 analytical reports.
• Deep hands-on experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent systems, including experience extracting, querying, and analyzing platform data for reporting purposes.
• Comprehensive knowledge of IT service management principles and ITIL frameworks, including incident management, problem management, SLA governance, and continuous service improvement.
• Demonstrated expertise in process improvement methodologies such as Lean, Six Sigma, or equivalent frameworks, with a track record of leading initiatives that deliver measurable operational outcomes.
• Strong program management and organizational skills with demonstrated ability to independently manage multiple complex priorities, deliverables, and stakeholder relationships simultaneously.
• Proven experience developing and governing SOPs, operational documentation, and knowledge management content in a structured program environment.
• Ability to obtain and maintain a government security clearance as required.

• Active government security clearance (Secret or higher).
• ITIL Intermediate or ITIL 4 Managing Professional certification.
• Lean Six Sigma Green Belt or Black Belt certification.
• Project Management Professional (PMP) certification or demonstrated senior-level project management experience.
• Experience with advanced statistical analysis tools or programming languages such as Python, R, or SQL for large-scale data querying and analysis.
• Familiarity with federal IT governance frameworks and reporting requirements such as FITARA, FedRAMP, or NIST cybersecurity standards.
• Experience designing and implementing quality assurance (QA) programs, call monitoring frameworks, and customer satisfaction measurement methodologies within a call center environment.
• Experience with enterprise workforce management platforms and call center performance analytics tools.
• Familiarity with Agile or hybrid program management methodologies and experience supporting Agile operational teams.
• Experience contributing to business development efforts including proposal writing, analytical capability development, and past performance documentation.
• HDI Support Center Analyst (HDI-SCA) or equivalent IT service management certification.

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