Program Analyst, Business Operations

SAIC

. Extract, clean, reconcile, and validate operational, asset, and ticketing datasets, primarily from ServiceNow .

Posted 9/17/2026full-timeRemote • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in data extraction, validation, and analysis, with strong capabilities in Microsoft Excel and PowerPoint for creating professional presentations and dashboards. Familiarity with ServiceNow and ITIL principles enhances the ability to support operational processes and improve workflows.

Highest-signal resume keywords

Microsoft Excel SkillsServiceNow FamiliarityMicrosoft PowerPoint SkillsMicrosoft Visio ExperienceITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ExtractionData ValidationRoot-Cause AnalysisProcess ImprovementWorkflow AutomationData AnalysisComplex FormulasPivot TablesFlowchart CreationChart Creation

Soft Skills

Analytical MindsetAttention to DetailExcellent Communication SkillsAdaptabilityCollaboration

Tools & Technologies

ServiceNowMicrosoft ExcelMicrosoft PowerPointMicrosoft VisioMicrosoft SharePointPower Automate

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Business AnalysisProgram CoordinationOperations SupportIT Service ManagementGovernment Contracts

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Extract, clean, reconcile, and validate operational, asset, and ticketing datasets, primarily from ServiceNow
Build and maintain advanced Excel workbooks with pivot tables, lookup functions, data validation rules, and summary dashboards
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
Partner with technical leads, service owners, and client stakeholders to document business workflows and IT operating procedures
Create process flowcharts, swimlane diagrams, and architecture/data flow representations using Microsoft Visio
Assist in defining business rules, approval hierarchies, and user requirements for ServiceNow workflow automations and catalog items
Evaluate operational bottlenecks and recommend process improvements
Support project managers and program leadership with coordination, schedule tracking, action-item logs, and risk/issue tracking
Administer SharePoint sites and document repositories, including folders, metadata, permissions, versioning, and deliverable review cycles
Coordinate technical SME inputs and track milestones and contractual deliverables
Facilitate recurring operational meetings, capture minutes, and drive follow-up actions
Translate technical data, project health metrics, and workflow updates into executive-ready PowerPoint presentations
Prepare weekly, monthly, and ad-hoc status briefing decks for program leadership and state/government client executives
Create standardized deliverable templates, one-pagers, and visual dashboards

Requirements

What you’ll need

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
Intermediate to Advanced Microsoft Excel skills, including complex formulas, Pivot Tables, conditional formatting, data validation, and chart creation
Strong Microsoft PowerPoint skills for synthesizing data and narratives into clean, professional, executive-ready presentations
Proven hands-on experience with Microsoft Visio for flowcharts, swimlane diagrams, and standard business process maps
Practical working familiarity with ServiceNow, including platform navigation, reports/filters, records/tickets, CMDB/ITSM modules, or catalog requests
Familiarity with Microsoft SharePoint / M365 document management, lists, permission structures, and version control
Analytical mindset and comfort working with ambiguous requirements and disparate datasets
Rigorous attention to deliverable formatting, data accuracy, and professional presentation
Excellent verbal and written communication skills
Adaptability across administrative coordination, technical analysis, and presentation design
Must be a US Citizen and able to pass the CJIS Clearance background investigation
ITIL Foundation certification (v4 or v5) preferred
Experience supporting state, local, or federal government contracts preferred
Basic familiarity with Power Automate, ServiceNow Flow Designer, or Torq preferred
Exposure to IT Service Management disciplines preferred

Benefits

Comp & perks

Equal Opportunity Employer
Remote work arrangement