UAC Analyst - Senior

Who We're Looking For (Position Overview)

The Senior Data Analyst serves as the analytical lead for the IT Call Center program, driving performance measurement, operational reporting, and continuous improvement initiatives. This role is responsible for developing and maintaining the program's reporting strategy, conducting advanced analyses, and delivering actionable insights that support service delivery, customer satisfaction, and mission success. Working closely with program leadership, operations managers, and government stakeholders, the Senior Data Analyst provides strategic analytical guidance, champions data governance best practices, and helps shape data-driven decisions across the organization.

The ideal candidate is a trusted advisor who combines strong technical expertise with business acumen, thrives in a fast-paced operational environment, and is passionate about transforming data into actionable insights that improve performance, efficiency, and customer outcomes.

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

As a Senior Data Analyst, you will:
 
Serve as the lead analyst for the Nashville IT Call Center site, managing performance reporting, data analysis, and data governance activities.
Design, develop, and maintain dashboards, scorecards, and reports that provide visibility into call center performance, service levels, workforce utilization, and customer experience.
Analyze complex operational data, including call volumes, ticket trends, handle times, first call resolution, SLA compliance, escalations, and customer satisfaction.
Prepare and quality-check customer-facing reports, executive briefings, and performance summaries to ensure accuracy, clarity, and timely delivery.
Provide data-driven recommendations to program leadership and government stakeholders to support operational decisions and continuous improvement.
Lead process improvement initiatives by identifying trends, performance gaps, and opportunities to improve service delivery.
Develop and maintain reporting standards, data dictionaries, templates, and analytical documentation to support consistency and data quality.
Partner with operations leadership to support workforce planning, capacity analysis, staffing recommendations, and resource allocation.
Serve as the primary analytical liaison between the Nashville site and headquarters reporting teams to ensure consistent reporting methods and data definitions.
Identify data quality issues, reporting risks, and performance trends, and recommend mitigation strategies.
Lead operational reviews and customer briefings by presenting analytical findings and responding to stakeholder questions.
Mentor junior and mid-level analysts by reviewing work products, sharing best practices, and supporting analytical skill development.
Support quality assurance activities by analyzing call monitoring results, ticket quality scores, and customer feedback trends.
Contribute to proposal and business development efforts as needed through performance data, analytical narratives, and past performance support.

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 from an accredited college or university.
Minimum of seven (7) years of experience in data analysis, business intelligence, operational reporting, or a related analytical role, with progressively increasing responsibility.
Experience designing, implementing, and managing enterprise performance measurement frameworks, reporting programs, and executive-level dashboards.
Experience developing and maintaining advanced data visualizations, scorecards, and analytical reporting solutions using Power BI, Tableau, or similar platforms.
Proven experience leading data-driven process improvement initiatives 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.
Demonstrated experience mentoring analysts, leading analytical workstreams, and providing technical guidance to team members.
Exceptional written and verbal communication skills with the ability to present complex analytical findings and strategic recommendations to executive leadership and government stakeholders.
Expert-level analytical skills with experience interpreting large, complex datasets to identify trends, root causes, risks, and opportunities for improvement.
Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, data modeling, Power Query, and advanced reporting functions.
Advanced proficiency with Power BI, Tableau, or similar business intelligence and data visualization tools.
Strong SQL skills with experience extracting, transforming, and analyzing data from multiple data sources and ITSM platforms.
Extensive experience with ITSM platforms such as ServiceNow, Remedy, or comparable systems.
Strong knowledge of ITIL principles, incident management, problem management, SLA governance, and continuous service improvement practices.
Experience leading data governance initiatives, including development of reporting standards, data quality controls, data dictionaries, and analytical process documentation.
Proven ability to manage multiple high-priority analytical initiatives and stakeholder relationships simultaneously in a fast-paced environment.
Experience delivering executive briefings, customer-facing reports, and strategic performance assessments.
Ability to obtain and maintain any required customer security clearance.

Ideally, You Also Have (Preferred Qualifications)

Active Secret clearance or higher.
Advanced ITIL certification and/or Lean Six Sigma certification.
Experience with Python, R, statistical analysis, predictive analytics, or machine learning.
PMP certification or experience leading complex analytical initiatives and programs.
Experience with enterprise data warehouses, ETL processes, and data integration tools.
Familiarity with federal IT governance frameworks, including FITARA, FedRAMP, and NIST.Experience developing quality assurance analytics, customer satisfaction programs, and call center performance frameworks.
Experience with workforce management platforms and enterprise call center analytics tools.
Familiarity with cloud-based analytics platforms such as Azure, AWS, or Google Cloud.
Experience supporting proposal development, capability development, and past performance documentation.
HDI Support Center Analyst (HDI-SCA) or equivalent IT service management certification.