Note: The job is a remote job and is open to candidates in USA. SAIC is a mission integrator focused on applying technology and innovation across defense, space, intelligence, civilian, and enterprise IT markets. The Program & Business Operations Analyst will support program coordination, operational data analysis, workflow documentation, deliverable management, and executive communications using tools such as Excel, ServiceNow, SharePoint, Visio, and PowerPoint.
Responsibilities
- Extract, clean, reconcile, and validate operational, asset, and ticketing datasets across various program sources (primarily ServiceNow)
- Build and maintain advanced Excel workbooks using pivot tables, lookup functions, data validation rules, and summary dashboards to track operational trends and SLAs
- Query ServiceNow tables, monitor operational queues, track change requests, and validate configuration/service management data integrity
- Perform root-cause analysis on data discrepancies and implement quality control checks to ensure client-facing data is audit-ready and accurate
- Partner with technical leads, service owners, and client stakeholders to capture and document end-to-end business workflows and IT operating procedures
- Construct clear, standard-compliant process flowcharts, swimlane diagrams, and architecture/data flow representations using MS Visio
- Assist in defining business rules, approval hierarchies, and user requirements for ServiceNow workflow automations and catalog items
- Continuously evaluate operational bottlenecks and recommend pragmatic process improvements
- Support project managers and program leadership with day-to-day coordination, schedule tracking, action item logs, and risk/issue tracking
- Serve as a SharePoint site and document repository administrator: structuring folders, managing metadata, permissions, document versioning, and deliverable review cycles
- Coordinate cross-functional inputs from technical SMEs to track project milestones and contractual deliverables against deadlines
- Facilitate recurring operational meetings, capture minutes, and drive follow-up actions to resolution across distributed teams
- Translate complex technical data, project health metrics, and workflow updates into clean, visually engaging, executive-level PowerPoint decks
- Prepare weekly, monthly, and ad-hoc status briefing decks for internal program leadership and state/government client executives
- Create standardized deliverable templates, one-pagers, and visual dashboards that maintain brand consistency and clarity
Skills
- 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 considered).*
- **Microsoft Excel:** Intermediate to Advanced skills (complex formulas, Pivot Tables, conditional formatting, data validation, chart creation)
- **Microsoft PowerPoint:** Strong ability to synthesize data and narratives into clean, professional, executive-ready presentations
- **Microsoft Visio:** Proven hands-on experience developing flowcharts, swimlane diagrams, and standard business process maps
- **ServiceNow:** Practical working familiarity with ServiceNow (navigating the platform, running reports/filters, viewing records/tickets, understanding CMDB/ITSM modules or catalog requests)
- **Microsoft SharePoint / M365:** Familiarity with document management, lists, permission structures, and version control
- **Analytical Mindset:** High comfort level working with ambiguous requirements and disparate datasets to produce structured, clean outputs
- **Attention to Detail:** Rigorous standards for deliverable formatting, data accuracy, and professional presentation
- **Communication:** Excellent verbal and written communication skills; comfortable interacting with technical engineers, project managers, and client stakeholders
- **Adaptability:** High willingness and aptitude to switch contexts quickly between administrative coordination, technical analysis, and creative deck design
- Must be a US Citizen and able to pass the CJIS Clearance background investigation
- ITIL Foundation certification (v4 or v5)
- Experience supporting state, local, or federal government contracts (e.g., Managed Service Provider / Multi-Sourcing Service Integrator environments)
- Basic familiarity with automated workflow platforms (e.g., Power Automate, ServiceNow Flow Designer, or Torq)
- Exposure to IT Service Management (ITSM) disciplines: Change Management, Incident/Problem Management, Service Catalog, or Asset/Configuration Management
Benefits
- Remote work arrangement
Company Overview