UAC Analyst (Jr) with Security Clearance
The Junior Data Analyst supports the IT Call Center's operational performance by collecting, organizing, and analyzing data to develop reports and dashboards that inform program leadership and government stakeholders. This role involves monitoring key metrics, assisting in continuous improvement initiatives, and maintaining data governance under the guidance of senior analysts within a government services environment requiring potential security clearance.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT & Government Services.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position summary
Confidential Client is hiring a motivated Junior UAC / Data Analyst to support operational performance reporting for an IT call center serving government customers in Nashville, TN. This early-career role focuses on collecting, cleaning, and analyzing call center and ticketing data, maintaining dashboards and reports, and supporting continuous improvement under senior analytical guidance. Ability to obtain a government security clearance may be required.
What You’ll Do
You will support day-to-day performance monitoring and reporting for an IT service desk/call center. Primary responsibilities include:
- Assist with collecting, cleaning, validating, and organizing operational data from ITSM ticketing systems, telephony platforms, and workforce management tools.
- Build and maintain routine performance reports, dashboards, and scorecards that show key metrics (call volumes, ticket trends, handle times, SLA compliance, CSAT).
- Monitor daily/weekly metrics, identify anomalies or data issues, and escalate findings to senior analysts and leadership.
- Prepare recurring and ad‑hoc customer-facing deliverables and briefing materials with accurate, timely data.
- Support process-improvement activities by documenting current-state processes and compiling data to support recommendations.
- Maintain reporting templates, dashboards, and documentation (data dictionaries, SOPs) to ensure consistent, governed outputs.
- Coordinate with supervisors and team leads to reconcile reporting discrepancies across shifts and periods.
- Assist workforce management reporting (staffing levels, schedule adherence, attendance) to support operational planning.
- Respond to ad-hoc data requests and deliver well-organized outputs on deadline.
- Participate in team meetings, capture action items, and grow technical/reporting skills through training and mentorship.
Qualifications
Required
- Bachelor’s degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, or related field — or equivalent experience.
- 1+ years in data analysis, business intelligence, reporting, or operations support.
- Demonstrated ability to collect, organize, and present data clearly and accurately.
- Basic familiarity with data reporting tools and dashboarding platforms.
Preferred
- Prior experience supporting data/reporting in federal government contracting or a SLA-driven IT service environment.
- Familiarity with IT call center/service desk operations and ITSM platforms.
- Experience preparing performance reports or briefings for management or customer audiences.
Required Skills & Tools
- Strong written and verbal communication in English; able to present findings to technical and non-technical stakeholders.
- Proficiency in Microsoft Excel (pivot tables, formulas, sorting/filtering, charting).
- Familiarity with visualization tools such as Microsoft Power BI, Tableau, or equivalents.
- Comfortable with Microsoft Office (Word, PowerPoint, Outlook) and collaboration tools (Teams, SharePoint).
- Attention to detail and commitment to data accuracy and reporting quality.
- Ability to manage multiple tasks, prioritize, and meet deadlines in a fast-paced environment.
- Ability to obtain and maintain a government security clearance as required.
Desired / Nice-to-Have Skills
- Active government security clearance (Secret or higher).
- Basic SQL or querying skills for extracting data from databases or ITSM systems.
- ITIL Foundation or familiarity with ITIL concepts and SLA-driven reporting.
- Knowledge of data governance (data dictionaries, quality standards).
- Familiarity with federal IT frameworks (FITARA, FedRAMP, NIST) is a plus.
- Basic statistical analysis knowledge for operational performance metrics.
- Experience with project/task tools (Jira, Smartsheet, Microsoft Project).
- Lean Six Sigma White Belt or exposure to process improvement methodologies.
- Entry-level IT certs such as CompTIA A+ are a bonus.
Compensation & Benefits
- Estimated salary: $86,122 per year (estimated).
- Competitive benefits including medical, dental, vision, 401(k) with company match, flexible spending accounts, paid holidays, and paid time off (including 3 weeks PTO).
- Professional development and on-the-job training to grow analytical and technical skills.
- Work within a mission-focused government services environment supporting federal clients.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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