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Koniag · 5 months ago

Senior Project Analyst Customer Service Support

Washington, DC, USA

Full-time

Onsite

Mid, Senior Level

3+ years exp

Koniag Professional Services, LLC is seeking a Senior Project Analyst Customer Service Support to assist KPS and their government clients in Washington, DC. The role focuses on providing analytical expertise for customer service initiatives, leading process improvements, and managing stakeholder relationships to ensure high-quality service delivery.

Financial ServicesImpact InvestingWealth Management

Growth Opportunities

No H1B

Security Clearance Required

Responsibilities

Conduct performance analyses, prepare management reports, coordinate organizational initiatives, and assist in strategic planning activities

Lead small projects, collaborate with cross-functional teams, and operate with minimal supervision to drive operational excellence

Evaluate complex procedures, processes, techniques, and systems related to contractual issues

Develop and maintain work breakdown structures, charts, tables, and other analytical tools to support decision-making

Lead process improvement initiatives and guide implementation of enhanced procedures and workflows

Develop, coordinate, and improve program policies, standards, and activities

Create and deliver high-quality presentations to various stakeholders, including federal agency personnel

Manage multiple project aspects, including staffing, meeting coordination, budget management, project and committee support, and implementation of project activities

Lead media-focused communications and manage support teams to improve message promotion

Facilitate cooperation across federal stakeholders and senior leadership to achieve project objectives

Conduct regular client meetings to discuss performance, propose initiatives, and establish priorities

Apply comprehensive knowledge of procedures and processes related to federal government grants

Create and maintain detailed project documentation and reports

Analyze customer service data to identify trends, issues, and improvement opportunities

Develop and implement data-driven solutions to enhance service delivery

Travel for meetings and site visits, averaging 1-2 trips monthly

Monitor key performance indicators and create analytical reports to track progress

Qualification

Process improvement methodologiesAdvanced data analysisFederal stakeholder managementProject management expertiseBudget management experienceMedia communications experienceChange management experienceStrategic planning experienceCRM systemsAnalyticalProactive problem-solvingVerbalCommunication skillsCritical thinkingLeadership abilitiesWork independentlyCross-functional teamsWritten communication

Required

Excellent presentation development and delivery capabilities

Media communications experience

Proactive problem-solving ability

Strong technical and writing skills

Experience in process improvement methodologies

Project management expertise

Budget management experience

Federal stakeholder management experience

Strong leadership abilities

Ability to identify and analyze customer issues

Strong analytical and critical thinking skills

Corporate experience in managing and administering work as described in the scope of work

Capacity to provide sufficient experienced, qualified staff with the proven ability to perform required tasks

Capability to provide staff needed to meet unforeseen, urgent assignments

Experience in computer software applications (Windows 2010, Excel, PowerPoint, ACCESS, SharePoint), and other Government/Federal systems

Advanced data analysis and reporting skills

Ability to translate complex data into actionable insights

Experience working with cross-functional teams

Excellent verbal and written communication skills

Ability to work independently with minimal supervision

Willingness to travel as required (1-2 trips monthly)

Ability to obtain and maintain a Public Trust security clearance

Bachelor's degree in Business Analytics, Business Administration, Public Administration, or related field with at least 3 years of relevant experience (Educational qualifications may be used in lieu of experience)

Demonstrated experience in process analysis and evaluation

Proven knowledge of Head Start and Early Head Start programs or early childhood education