UAC Analyst - Junior

Who We're Looking For (Position Overview)

The Junior Data Analyst supports the delivery of high-quality IT Call Center services by transforming operational data into meaningful insights that drive performance, efficiency, and continuous improvement. Working alongside program leadership, supervisors, and senior analysts, this role collects, analyzes, and reports on program data to help monitor service delivery, identify trends, and support informed decision-making. The ideal candidate is analytical, detail-oriented, and eager to grow their skills in a fast-paced, mission-focused environment while helping teams deliver exceptional support to government customers.

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

As a Junior Data Analyst, you will:
• Collect, validate, and maintain operational data from call center systems, ITSM platforms, and workforce management tools.
• Develop and maintain reports, dashboards, and scorecards that provide visibility into key performance metrics, service levels, customer satisfaction, and operational trends.
• Monitor performance data, identify trends and anomalies, and provide actionable insights to program leadership and stakeholders.
• Prepare recurring and ad hoc reports, briefings, and customer-facing deliverables that support operational decision-making.
• Support continuous improvement initiatives through data analysis, performance reporting, and process documentation.
• Maintain reporting templates, dashboards, data dictionaries, and supporting documentation to ensure consistency and data integrity.
• Partner with supervisors and operational teams to validate data, resolve discrepancies, and improve reporting quality.
• Support workforce management reporting, including staffing analysis, schedule adherence, and attendance tracking.
• Respond to stakeholder data requests by delivering accurate, timely, and well-organized analytical products.
• Maintain organized data repositories and reporting assets in accordance with program and contractual requirements.
• Participate in program reviews, operational meetings, and analytical working sessions to support data-driven decision-making and continuous learning.

What You Need to Succeed (Minimum Requirements)

Active Public Trust or ability to obtain and maintain a U.S. Government Public Trust.
U.S. Citizenship or lawful permanent residency (Green Card) in accordance with customer requirements.
Bachelor’s degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, or a related field; equivalent experience may be substituted for a degree.
Minimum of one (1) year of experience in data analysis, business intelligence, reporting, or operations support.
Experience collecting, organizing, analyzing, and presenting data in a clear, accurate, and meaningful manner.
Familiarity with reporting tools, dashboards, and data visualization platforms.
Strong written and verbal communication skills with the ability to translate data into actionable insights for technical and non-technical audiences.
Proficiency in Microsoft Excel, including pivot tables, formulas, sorting, filtering, and chart creation.Familiarity with data visualization tools such as Power BI, Tableau, or similar platforms.
Experience working with ITSM tools such as ServiceNow, Remedy, or comparable ticketing and workflow management systems.
Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, and Outlook, as well as Microsoft Teams and SharePoint.
Strong attention to detail and commitment to data accuracy, quality, and consistency.Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong collaboration skills and the ability to work effectively with program leadership, operational teams, and senior analysts.
Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)

• Active Secret clearance or higher.
• Basic proficiency in SQL or other data query languages used to extract and analyze operational data.
• ITIL Foundation certification or familiarity with IT service management principles and SLA-driven environments.
• Knowledge of data governance practices, including data quality standards, data dictionaries, and reporting documentation.
• Familiarity with federal IT governance and compliance frameworks such as FITARA, FedRAMP, and NIST.
• Understanding of basic statistical analysis concepts and their application to performance reporting and operational metrics.
• Experience with project and task management tools such as Microsoft Project, Jira, Smartsheet, or similar platforms.
• Lean Six Sigma White Belt certification or familiarity with process improvement methodologies.
• CompTIA A+ or other entry-level IT certifications.
• Experience developing SOPs, reporting documentation, knowledge articles, or other operational support materials.