UAC Analyst - Mid (Data Analytics)

TL;DR

UAC Analyst - Mid (Data Analytics): Developing dashboards, reports, and analytical products for an IT call center with an accent on operational performance, service levels, customer satisfaction, and workforce management. Focus on validating multi-source data, identifying root causes of SLA gaps, improving data governance, and presenting actionable findings to program leadership and stakeholders.

Location: On-site in Nashville, Tennessee, United States

Salary: $82,000–$90,000 per year

Company

hirify.global provides technology, cybersecurity, and program management solutions for critical federal missions.

What you will do

• Collect, validate, and analyze operational data from ITSM, telephony, workforce management, and other program systems.
• Design and maintain Power BI, Tableau, or similar dashboards, scorecards, reports, and data visualizations.
• Monitor performance metrics, identify trends and anomalies, and recommend improvements for service delivery, SLAs, and customer satisfaction.
• Prepare recurring and ad hoc reports, executive briefings, operational reviews, and customer-facing analytical deliverables.
• Perform root cause analysis, workforce management analysis, quality assurance analysis, and capacity planning.
• Maintain data governance standards, documentation, extraction processes, and reporting infrastructure while mentoring junior analysts.

Requirements

• Bachelor’s degree in data analytics, business administration, information technology, statistics, mathematics, or a related field.
• At least three years of experience in data analysis, business intelligence, operational reporting, or a related analytical role.
• Experience developing dashboards and reports with Power BI, Tableau, or similar platforms, and querying data with SQL.
• Advanced Microsoft Excel skills, including pivot tables, advanced formulas, charting, and data analysis functions.
• Experience in service delivery, call center, help desk, or other SLA-driven environments, preferably supporting federal government programs or government contracts.
• Ability to obtain and maintain any required customer security clearance.

Nice to have

• Active Secret clearance or higher and ITIL certification.
• Python, R, enterprise data warehouse, ETL, or data integration experience.
• Lean Six Sigma certification and familiarity with federal frameworks such as FITARA, FedRAMP, and NIST.
• Experience with workforce management platforms, call center analytics, quality assurance programs, or HDI Support Center Analyst certification.

Culture & Benefits

• Collaborative, accountable, and innovation-focused work environment.
• Mission-focused projects supporting critical federal operations.
• Regular full-time employment with on-site work in Nashville.
• Compensation is based on experience, qualifications, certifications, clearance level, and contract requirements.