Program Analyst, Business Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Extract, cleanse, reconcile, and validate operational, asset, and ticketing datasets, primarily sourced from ServiceNow.

• Develop and maintain sophisticated Excel workbooks featuring pivot tables, lookup functions, data validation rules, and summary dashboards.

• Query ServiceNow tables, oversee operational queues, monitor change requests, and ensure the integrity of configuration/service management data.

• Conduct root-cause analysis on data discrepancies and implement quality-control measures.

• Collaborate with technical leads, service owners, and client stakeholders to document business workflows and IT operational procedures.

• Create process flowcharts, swimlane diagrams, and architecture/data flow representations utilizing Microsoft Visio.

• Assist in defining business rules, approval hierarchies, and user requirements for automation workflows and catalog items in ServiceNow.

• Analyze operational bottlenecks and propose process enhancements.

• Support project managers and program leaders with coordination, schedule tracking, action-item logs, and risk/issue management.

• Manage SharePoint sites and document repositories, including folder structures, metadata, permissions, versioning, and review cycles for deliverables.

• Coordinate inputs from technical subject matter experts (SMEs) and track milestones and contractual deliverables.

• Facilitate regular operational meetings, document minutes, and drive follow-up actions.

• Convert technical data, project health metrics, and workflow updates into executive-ready PowerPoint presentations.

• Prepare weekly, monthly, and ad-hoc status briefing presentations for program leadership and state/government client executives.

• Design standardized deliverable templates, one-pagers, and visual dashboards.

⛳️ Requirements

• Bachelor's degree in business administration, Information Technology, Management Information Systems, or a related field, with 3–5+ years of professional experience in business analysis, program coordination, or operations support; an equivalent combination of education and experience will be accepted.

• Intermediate to advanced skills in Microsoft Excel, including complex formulas, Pivot Tables, conditional formatting, data validation, and chart creation.

• Strong proficiency in Microsoft PowerPoint for synthesizing data and narratives into clear, professional, executive-ready presentations.

• Demonstrated hands-on experience with Microsoft Visio for creating flowcharts, swimlane diagrams, and standard business process maps.

• Familiarity with ServiceNow, including platform navigation, reports/filters, records/tickets, CMDB/ITSM modules, or catalog requests.

• Understanding of Microsoft SharePoint / M365 document management, lists, permission structures, and version control.

• An analytical mindset with comfort in navigating ambiguous requirements and disparate datasets.

• A meticulous approach to deliverable formatting, data accuracy, and professional presentation.

• Excellent verbal and written communication skills.

• Flexibility across administrative coordination, technical analysis, and presentation design.

• Must be a US Citizen and capable of passing the CJIS Clearance background investigation.

• ITIL Foundation certification (v4 or v5) is preferred.

• Experience supporting state, local, or federal government contracts is preferred.

• Basic familiarity with Power Automate, ServiceNow Flow Designer, or Torq is preferred.

• Exposure to IT Service Management disciplines is preferred.

🏝️ Benefits

• Equal Opportunity Employer.

• Remote work arrangement.