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.

Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.

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What You’ll Do

• Collect, validate, and maintain operational data from call-center systems, ITSM platforms, and workforce-management tools.
• Build and maintain reports, dashboards, and scorecards that surface key performance indicators (KPIs), service levels, and trends.
• Monitor performance metrics, identify anomalies, and deliver actionable insights to program leadership and stakeholders.
• Produce recurring and ad-hoc reports, briefings, and customer-facing deliverables that support operational decisions.
• Support continuous improvement initiatives through data analysis, reporting, and process documentation.
• Maintain reporting templates, dashboards, data dictionaries, and documentation to ensure data integrity and consistency.
• Partner with supervisors and operational teams to validate data, troubleshoot discrepancies, and improve report quality.
• Support workforce-management reporting, including staffing analysis, schedule adherence, and attendance tracking.
• Respond to stakeholder requests with accurate, timely, and well-organized analytical products.
• Keep organized data repositories and reporting assets in accordance with program and contractual requirements.
• Participate in operational reviews, working sessions, and program meetings to inform data-driven decisions.

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Minimum Qualifications

• Active Public Trust or the ability to obtain and maintain a U.S. Government Public Trust.
• U.S. Citizenship or lawful permanent residency (Green Card) per customer requirements.
• Bachelor’s degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, or a related field — or equivalent experience.
• Minimum of 1 year of experience in data analysis, reporting, business intelligence, or operations support.
• Experience collecting, organizing, analyzing, and presenting data clearly and accurately.
• Proficiency in Microsoft Excel (pivot tables, formulas, charts) and familiarity with data visualization tools (Power BI, Tableau, or similar).
• Experience with ITSM tools such as ServiceNow, Remedy, or comparable ticketing/workflow systems.
• Proficiency with Microsoft Office (Word, PowerPoint, Outlook), and collaboration tools such as Microsoft Teams and SharePoint.
• Strong written and verbal communication skills; ability to translate data for technical and non-technical audiences.
• Strong attention to detail and commitment to data quality, with the ability to manage multiple priorities and deadlines.
• Ability to obtain and maintain any required customer security clearance.

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Preferred Qualifications

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

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Compensation & Location

• Salary: $50,000 - $58,000 a year (salary is based on experience, qualifications, certifications, clearance level, and contract requirements).
• Location: Nashville, TN — on-site or as required by the contract (see job posting for specifics).
• Employment type: Full time / Permanent (per the client’s contract).
• This role follows applicable U.S. federal and state hiring laws. Reasonable accommodations are available for candidates with disabilities during the application process; please notify us if you require accommodations.

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Why Join

• Meaningful mission-focused work supporting government IT and operational outcomes.
• Opportunity to grow technical and analytical skills (Power BI, SQL, ITSM reporting) in a collaborative environment.
• Structured mentoring and exposure to senior analysts and program leadership.
• Access to additional career opportunities through the Careertakes platform.

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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.