KSA Integration

Data Analyst

• Manage and analyze program data related to coaching services, outreach, and contact center operations.
• Develop dashboards and reports for internal and external stakeholders.
• Support program evaluation efforts and collaborate with third-party evaluators.
• Maintain and update SOPs for data workflows and reporting.
• Ensure data integrity, security, and compliance with DHA and DoD standards.
• Present findings and recommendations to program leadership.

Subject Matter Expert, Data Analytics

Business Analyst

• Support the Program Management and Data Analysis (PMDA) Support Services for U.S. Customs and Border Protection (CBP)
• Provide expert analysis and recommendations to improve CBP’s investigative and security program operations
• Analyze program data and operational workflows
• Develop performance metrics and reporting tools
• Identify areas for process improvement
• Support surge and workload fluctuation strategies

Senior Management Analyst

Analyst

• Support Program Management and Data Analysis (PMDA) Support Services for U.S. Customs and Border Protection (CBP)
• Collect and analyze publicly available information to support CBP’s investigative and security operations
• Monitor and analyze open-source data
• Produce intelligence reports and briefings
• Identify emerging threats and trends
• Collaborate with investigative teams

Senior Open Source Analyst

Business Intelligence Developer

• KSA Integration is an SDVOSB providing data analytics, veterans support, and business process improvement to government customers
• Support Program Management and Data Analysis (PMDA) services for U.S. Customs and Border Protection (CBP)
• Transform complex data into actionable insights to support CBP’s mission
• Design and maintain BI dashboards and tools
• Analyze trends and performance indicators
• Collaborate with data scientists and analysts
• Ensure data accuracy and compliance
• Position contingent upon award; Top Secret clearance or SCI eligibility required

Senior Business Intelligence Analyst

Program Manager

Position Overview: This position supports the Department of Veterans Affairs (VA) Veterans Experience Office (VEO) Contact Center as the Program Manager. The Program Manager is responsible for overseeing the operational execution of a high-volume, multi-channel contact center that serves Veterans, their families, caregivers, and advocates. The Program Manager ensures that all aspects of service delivery meet or exceed performance standards, while fostering a culture of empathy, accountability, and continuous improvement. This role demands strategic oversight, operational agility, and a deep commitment to enhancing the customer experience for those who have served our nation.

Position Responsibilities: Lead and manage all aspects of contact center operations, ensuring compliance with VA policies, procedures, and performance metrics. Supervise and support a team of supervisors, senior agents, administrative assistants, and call agents. Monitor telephony queues and adjust staffing schedules to meet key performance indicators (KPIs) such as abandonment rate, speed of answer, and service recovery. Conduct monthly evaluations of supervisors and ensure timely completion of performance reviews. Develop and maintain the Continuity of Operations Plan (COOP) and Contact Center Program Management Plan (CCPMP). Oversee onboarding and offboarding processes, including coordination of Government Furnished Equipment (GFE) and access credentials. Ensure all staff complete mandatory training and maintain compliance with VA Talent Management System (TMS) requirements. Serve as the primary point of contact for technical issues affecting staff performance and escalate concerns as needed. Provide monthly performance reports and corrective action plans for any unmet metrics. Lead service recovery efforts for escalated customer interactions and ensure resolution within defined timeframes. Participate in weekly meetings with quality assurance, workforce management, training, and operations teams.

Contact Center Program Manager

• KSA Integration is a Service-Disabled Veteran-Owned Small Business providing data analytics, comprehensive veterans support, and business process improvement.
• Support Program Management and Data Analysis (PMDA) Support Services for U.S. Customs and Border Protection (CBP).
• Develop and maintain data collection systems and databases.
• Analyze complex datasets to identify trends and patterns.
• Create visualizations and reports using tools like Power BI.
• Translate business needs into reporting specifications.
• Support data integration from CBP and DHS systems.
• Position is contingent upon award; Top Secret Clearance or SCI eligibility required.

Journeyman Data Analyst

• KSA Integration is a Service-Disabled Veteran-Owned Small Business providing data analytics, veterans support, and business process improvement
• Support Program Management and Data Analysis (PMDA) services for U.S. Customs and Border Protection (CBP)
• Lead strategic coordination and oversight of CBP’s Office of Professional Responsibility (OPR) support efforts
• Analyze operational data, identify trends, and recommend improvements to investigative and security programs
• Conduct data-driven analysis of OPR operations
• Support program evaluation and performance tracking
• Assist in developing reports and dashboards
• Collaborate with senior analysts and program managers
• Contribute to business transformation and risk management initiatives

Journeyman Management Analyst

Data Scientist

• KSA Integration is a Service-Disabled Veteran-Owned Small Business (SDVOSB) providing data analytics, veterans support, and business process improvement
• Support Program Management and Data Analysis (PMDA) services for U.S. Customs and Border Protection (CBP)
• Apply advanced analytics and machine learning to CBP datasets to enable predictive insights and operational efficiencies
• Develop predictive models and algorithms and apply machine learning to investigative data
• Support decision-making with data-driven insights and ensure compliance with DHS data policies
• Position is contingent upon award and requires Top Secret Clearance or SCI Eligibility

Senior Data Scientist

Communications

• Support Program Management and Data Analysis (PMDA) Support Services for U.S. Customs and Border Protection (CBP)
• Lead strategic communications for CBP’s PMDA ensuring clear messaging and stakeholder engagement
• Develop internal and external communications plans
• Draft reports, presentations, and outreach materials
• Support crisis and strategic communications
• Align messaging with CBP mission and values
• Position is contingent upon award; telework may be authorized if approved by COR/ACOR or APM