Program Data and Systems Analyst

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

📋 Description

• Design and uphold sophisticated Microsoft Excel workbooks, dashboards, trackers, and reporting instruments.

• Engage extensively with ServiceNow to evaluate records, relationships, workflows, reports, dashboards, and operational data across ITSM processes.

• Examine, reconcile, verify, and report on operational data from ServiceNow and other program sources.

• Detect data discrepancies, missing data, reporting irregularities, and process challenges; investigate root causes and suggest corrective measures.

• Analyze ServiceNow data and workflow irregularities involving RITMs, SCTasks, incidents, changes, configuration items, and associated records.

• Create precise, repeatable, and efficient reporting processes while minimizing manual data manipulation through standardization or automation.

• Convert intricate operational, technical, and service-performance information into executive-ready PowerPoint presentations, dashboards, charts, and management summaries.

• Assist with both recurring and on-demand reporting for program leadership, clients, and stakeholders.

• Organize and maintain program information within SharePoint and Microsoft 365, including document libraries, lists, metadata, version control, and permissions.

• Document and evaluate operational processes, workflows, handoffs, and dependencies using Visio or similar tools.

• Collaborate with technical teams, service owners, program leadership, and stakeholders to collect requirements, validate information, resolve reporting or system issues, and facilitate operational enhancements.

• Provide analytical and technical program support for high-priority activities, deliverables, risks, issues, and management actions.

• Take ownership of assigned operational, reporting, or data-related challenges from initial analysis through resolution, quality control, and final delivery.

⛳️ Requirements

• Bachelor's degree in Information Technology, Management Information Systems, Business Analytics, Business Administration, Data Analytics, or a related discipline, along with 3–5+ years of pertinent professional experience in technical program operations, operational reporting, data analysis, IT service management, business systems analysis, or similar fields.

• An equivalent combination of education and relevant experience may be taken into account.

• Proven experience in independently working with operational data and enterprise business systems to address complex reporting or process challenges.

• Experience in supporting intricate programs or managed-services environments is highly preferred.

• Must be a US Citizen and capable of passing a CJIS Background check.

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

• Strong Microsoft PowerPoint skills to consolidate data and narratives into polished, professional, executive-ready presentations.

• Familiarity with ServiceNow as a Power User, including navigating the platform, executing reports/filters, viewing records/tickets, and understanding CMDB/ITSM modules or catalog requests.

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

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

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

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and growth.

• Flexible work arrangements to promote work-life balance.

• Collaborative and inclusive work environment.