Program & Business Operations Analyst

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

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 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