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The Operations Analyst supports the Delivery Operations team in optimizing and overseeing the processes, tools, reporting, and governance that enable the successful delivery of client facing projects, programs, and portfolios across the organization. This role assists with process improvement initiatives, operational reporting, documentation management, project lifecycle administration, and cross-functional coordination to promote delivery excellence, standardization, and operational efficiency. Working closely with Delivery leadership and centralized functions including Finance, Accounting, HR, Legal, and Sales, the Operations Specialist II provides operational support, maintains data integrity, assists with process documentation, and helps implement improvements that enhance portfolio visibility, consistency, quality, profitability, and client satisfaction.
Key Responsibilities
Process Management & Delivery Operations
- Support the standardization and maintenance of delivery workflows, templates, procedures, and operational standards.
- Assist with administration and governance of the Project Life Cycle framework.
- Support project initiation, financial adjustments, forecasting activities, and operational processes within Workday.
- Assist with project closeout activities, client feedback processes, and process compliance reviews.
- Coordinate operational activities that support project, program, and portfolio management functions.
Data Collection, Reporting & Analytics
- Gather, validate, and prepare operational data for analysis and decision-making.
- Create and maintain delivery dashboards, status reports, scorecards, and performance metrics.
- Assist with portfolio reporting and operational reviews for leadership teams.
- Support analysis requests by collecting data, preparing reports, and documenting findings.
- Facilitate project metrics meetings and assist with responding to reporting and analytics inquiries.
Process Documentation & Governance
- Support development and maintenance of process maps, workflows, procedures, standards, templates, and operational documentation.
- Assist in documenting current-state processes and identifying opportunities for improvement.
- Maintain documentation repositories and ensure materials are accurate, current, and auditable.
- Support governance activities by monitoring adherence to delivery standards, policies, and quality assurance requirements.
- Prepare presentations, reports, and supporting materials for operational and governance meetings.
Tool & Platform Support
- Support administration, maintenance, and enhancement of delivery tools and platforms, including project management, time tracking, collaboration, and reporting systems.
- Assist with system testing, user acceptance testing, data validation, and implementation activities.
- Support operational platforms including Workday, Salesforce, Smartsheet, Power BI, ServiceNow, Microsoft 365, and related business applications.
- Assist with training, user support, and adoption of operational tools and processes.
Continuous Improvement & Project Support
- Support process improvement initiatives through data gathering, documentation, and project coordination.
- Assist project teams in implementing approved process enhancements and operational changes.
- Participate in process mapping workshops, root cause analysis sessions, and improvement discussions.
- Identify opportunities to improve delivery methods based on operational data, stakeholder feedback, and business needs.
- Track project milestones, action items, risks, and dependencies to support successful implementation.
Cross-Functional Collaboration
- Serve as an operational liaison between Delivery Operations and centralized functions including Finance, HR, Accounting, Legal, Sales, and Delivery leadership.
- Coordinate meetings, document decisions, track action items, and support stakeholder communications.
- Assist in resolving operational issues and escalating risks impacting quality, profitability, customer satisfaction, or delivery performance.
- Foster collaboration and knowledge sharing across business units and functional teams.
Core Accountabilities
Support Activities
- Assist in gathering, validating, and preparing operational data to support process analysis, reporting, and decision-making.
Documentation
- Support creation and maintenance of process maps, workflows, standards, reports, presentations, procedures, and governance documentation.
Execution Assistance
- Assist project teams with implementation of process improvements, operational initiatives, and change management activities.
Operational Reporting
- Support delivery dashboards, status updates, portfolio reporting, and performance analysis activities.
Governance & Compliance
- Support monitoring of delivery standards, policies, quality controls, and operational governance processes.
Continuous Improvement
- Contribute to process improvement initiatives through coordination, documentation, data analysis support, and implementation activities.
Required Skillsets
- Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related field; equivalent experience considered.
- 2-4 years of experience in business operations, project coordination, process improvement, PMO support, or related functions.
- Strong organizational, analytical, and problem-solving skills.
- Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Teams, and SharePoint.
- Experience preparing reports, presentations, and operational documentation.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Strong written and verbal communication skills
Preferred Skillsets
- Experience with Workday and Salesforce.
- Experience with Smartsheet, Power BI, and ServiceNow.
- Exposure to Lean, continuous improvement, or operational excellence methodologies.
- Experience supporting project, portfolio, or delivery operations functions.
- Healthcare consulting or professional services experience.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
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