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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Position Overview

Confidential Client is seeking a motivated Junior UAC Analyst to support IT call center operations in Nashville, TN. This entry-level analyst role focuses on collecting, validating, and reporting operational data to help drive performance improvements, staffing decisions, and customer-focused outcomes. The position reports to program leadership and works closely with supervisors, workforce management, and senior analysts.

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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 recurring and ad hoc reports, dashboards, and scorecards that show key performance metrics, service levels, and trends.
• Monitor performance, detect anomalies, and surface actionable insights to program leadership and stakeholders.
• Produce briefing materials and customer-facing deliverables that clearly present findings and recommendations.
• Support workforce-management reporting, including staffing analysis, schedule adherence, and attendance tracking.
• Maintain reporting templates, data dictionaries, documentation, and repositories to ensure data integrity and consistency.
• Partner with operational teams to validate data, investigate discrepancies, and improve reporting quality.
• Contribute to continuous improvement initiatives through analysis, reporting, and process documentation.
• Participate in program reviews, operational meetings, and analytical working sessions.

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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) as required by the customer.
• Bachelor’s degree in Data Analytics, Business Administration, Information Technology, Statistics, Mathematics, or a related field — or equivalent experience.
• Minimum of one (1) year of experience in data analysis, business intelligence, reporting, or operations support.
• Experience collecting, organizing, analyzing, and presenting data clearly and accurately.
• Proficiency in Microsoft Excel (pivot tables, formulas, sorting/filtering, charts).
• Familiarity with data visualization tools such as Power BI or Tableau.
• Experience working with ITSM tools (ServiceNow, Remedy, or similar).
• Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook) and collaboration tools (Microsoft Teams, SharePoint).
• Strong written and verbal communication skills; able to translate technical data for non-technical audiences.
• Strong attention to detail, data accuracy, and ability to manage multiple priorities.
• 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 data query languages.
• ITIL Foundation certification or familiarity with IT service-management principles.
• Knowledge of data governance practices, data quality standards, and reporting documentation.
• Familiarity with federal IT governance and compliance frameworks (e.g., FITARA, FedRAMP, NIST).
• Understanding of basic statistical analysis for performance reporting.
• Experience with project/task management tools (Jira, Microsoft Project, Smartsheet).
• Lean Six Sigma White Belt or familiarity with process-improvement methodologies.
• CompTIA A+ or other entry-level IT certifications.
• Experience developing SOPs, knowledge articles, or other operational support documentation.

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Compensation & Location

• Base salary: $50,000 - $58,000 per year (range depends on experience, certifications, clearance level, and contract requirements).
• Location: Nashville, TN (onsite / program-specific requirements may apply).
• Employment type: Full-time.

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Why Candidates Choose This Role

• Gain mission-focused experience supporting IT call center operations for federal customers.
• Work in a collaborative environment with opportunities to build analytics and reporting skills.
• Clear pathways for professional development and security-clearance progression.
• Hands-on exposure to ITSM platforms, workforce-management processes, and data-visualization tools.

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Notes on Eligibility & Accommodations

Confidential Client and Careertakes comply with all applicable U.S. employment laws. Candidates must be authorized to work in the U.S. as described above. If you need a reasonable accommodation for any part of the application or hiring process, please let Careertakes know so we can work with our client to provide an appropriate accommodation.

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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.