Senior IT Analyst

Tuknik Government Services, a Koniag Government Services company, is seeking a Senior IT Analyst to support TGS and our government customer in Baltimore, MD. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Work in a Call Center environment, providing detailed documentation of reported incidents utilizing ServiceNow. The candidate will function as an IT Analyst Senior.

All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

Key Responsibilities:

• Design, develop, and implement ServiceNow solutions to meet operational needs.
• Provide technical support and ongoing maintenance for the KPI/Scorecard application.
• Automate workflows and integrate new features to improve help desk service delivery.
• Analyze help desk performance using quantitative metrics and generate actionable reports.
• Develop and manage scorecard metrics (e.g., call volume, ticket resolution, customer satisfaction).
• Collaborate with management to identify and implement process enhancements.
• Ensure system reliability and optimize user experience through advanced metrics analysis.
• Support data-driven decision-making with timely and accurate performance reports.
• Develop and maintain the organizational Workforce Management

Technical Qualifications:

• Proficiency in Java, Python, JavaScript, and other languages used for API development and integration.
• Demonstrated experience in developing, consuming, and integrating APIs (REST, SOAP, GraphQL), including making API calls and managing data exchange.
• Familiarity with data formats such as JSON, XML, and RAML.
• Strong database skills, including writing and optimizing queries (SQL/NoSQL), data modeling, schema management, and performance tuning.
• Knowledge of Information Technology Infrastructure Library (ITIL) framework and experience with ServiceNow Configuration Management Database (CMDB) data modeling.

Soft Skills:

• Effective communication and collaboration with technical teams, stakeholders, and clients.
• Strong attention to detail in handling data and API specifications.
• Resiliency and adaptability in problem-solving and ensuring continuity of operations.
• Commitment to continuous improvement and operational excellence.

Preferred Qualifications:

• ServiceNow Certified Application Developer or equivalent experience.
• 3+ years of hands-on ServiceNow development and Java programming in enterprise environments.
• Experience with KPI/Scorecard design, workflow automation, and performance analysis.
• Ability to translate business requirements into technical solutions and present findings to management.
• Proven track record of delivering results in a fast-paced, dynamic environment.

Requirements:

• Ability to obtain a public trust

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at - or by calling to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352