Business Process Analyst

FLATTER INC•San Antonio, TX

19h•$75,000 - $80,000•Onsite

About The Position

Flatter, Inc. (Flatter) is hiring an experienced Business Process Analyst (PMO/Reporting/Metrics/Analytics) to support the Program Management Office (PMO) for USDA Rural Development Loan Servicing operations in San Antonio, TX. In this role, you will provide analytical, operational, and reporting support to ensure contract performance, compliance, and mission success. The Business Process Analyst supports program leadership by tracking performance metrics, monitoring deliverables, managing reporting requirements, and ensuring alignment with USDA contractual standards and operational objectives.

Requirements

Bachelor’s degree in Business, Public Administration, Finance, or a related field preferred.
3–5 years of experience in program analysis, business analysis, or PMO support, preferably within a federal government contract environment.
Experience supporting call center operations, financial services, mortgage servicing, or government loan programs preferred.
Strong analytical skills with experience interpreting operational and performance data.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with reporting tools and data visualization platforms.
Experience tracking KPIs, SLAs, risk registers, and performance metrics within a structured PMO environment.
Familiarity with federal contract reporting requirements and compliance standards preferred.
Strong written and verbal communication skills with the ability to brief leadership and stakeholders.
U.S. Citizenship or Permanent Resident status required.
Ability to obtain and maintain a USDA Public Trust background investigation.

Responsibilities

Support the Program Management Office (PMO) in monitoring contract performance, service level agreements (SLAs), and key performance indicators (KPIs) related to call center and loan servicing operations.
Collect, analyze, and report operational data including call volume trends, case resolution metrics, backlog status, and productivity measures.
Develop and maintain dashboards, program reports, executive briefings, and performance summaries for internal leadership and USDA stakeholders.
Track deliverables, milestones, and action items to ensure timely and compliant contract execution.
Coordinate with Operations, Training, Quality Assurance, and IT teams to identify risks, process gaps, and performance improvement opportunities.
Support audit readiness activities by maintaining documentation, tracking corrective actions, and ensuring compliance with USDA Rural Development policies and federal requirements.
Assist in workforce planning analysis including staffing trends, call forecasts, and workload distribution assessments.
Conduct root cause analysis on performance issues and provide data-driven recommendations to program leadership.
Maintain configuration control of program documentation, standard operating procedures (SOPs), and reporting templates.
Support transition planning, surge support analysis, and other PMO-directed initiatives.
Support and operate within Flatter’s ISO 9001:2015 and ISO 27001:2022 management systems where applicable.