Program & Business Operations Analyst

SAIC is seeking a versatile, detail-oriented, and highly adaptable Program & Business Operations Analyst to join our team. In this role, you will act as a key operational anchor and "jack of all trades," bridging the gap between program coordination, operational data analysis, and technical deliverable support.

Your typical week will involve a dynamic mix of responsibilities: conducting data validation and operational modeling in Excel, extracting metrics and managing workflows within ServiceNow, coordinating deliverables and organizing artifacts in SharePoint, drafting visual process flows in MS Visio, and building polished, executive-ready presentations in PowerPoint.

If you thrive in a multi-faceted environment where no two days are the same, and you enjoy solving operational puzzles while keeping project engines running smoothly, this role is built for you.

• 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.

• Education & Experience:

• 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).

• Technical & Software Proficiency:

• 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.

• Core Competencies:

• 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.

• Clearance:
  • 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.