Infrastructure Analyst

Focus Financial Partners•St. Louis, MO

3d•$70,000 - $90,000

About The Position

The Infrastructure Analyst, Process, Automation & Decision Support supports process excellence, portfolio governance, information management, and decision support within Infrastructure Operations & Architecture (IO&A). Reporting to the Sr. Manager, Process, Automation & Decision Support, the Analyst collects, organizes, validates, and analyzes operational and portfolio data to help IO&A leadership identify patterns, evaluate improvement opportunities, and manage work with greater clarity and accountability. The role provides hands-on data collection and preparation, reporting support, process mapping, backlog review, and analysis. It helps maintain the IO&A operating ledger and Asana system-of-record portfolio, and produces decision-ready insights. The Analyst works with ServiceNow incident, request, change, and problem data; Asana portfolio and backlog information; managed services performance data; and other operational artifacts to identify demand patterns, bottlenecks, rework, aging work, handoff friction, automation candidates, tooling gaps, and service-delivery improvements. Approved AI and productivity tools may be used to accelerate discovery, test hypotheses, summarize findings, and suggest areas for further investigation under the Sr. Manager’s direction. The position supports operational performance analysis, portfolio visibility, data quality, continuous improvement, automation, AI, and tooling enhancements. It prepares validated data, recurring analyses, dashboards, reports, scorecards, and leadership-ready materials; maintains action, decision, assignment, risk, and dependency trackers; and assists with managed services partner performance measurement. The Analyst is expected to validate AI-assisted outputs and data, communicate findings clearly, follow through on assigned work, and continually develop knowledge of IO&A services and analytical methods.

Requirements

At least 5 years of experience in a technology environment supporting operations, service management, reporting, process improvement, analytics, project coordination, portfolio support, or operational governance.
Working knowledge of IT operations, infrastructure services, ITSM practices, incident/request/change/problem processes, SLA/KPI concepts, ticket queues, operational dashboards, and service reporting.
Experience collecting, preparing, validating, analyzing, and presenting operational data from systems such as ServiceNow, Asana, Excel, Power BI, Power Platform, Microsoft 365, or similar reporting and work-management platforms.
Ability to identify patterns, ask thoughtful questions, summarize findings, and translate data observations into practical recommendations or areas for further investigation.
Strong attention to detail and commitment to data quality, including identifying missing information, stale records, unclear ownership, inconsistent categories, and unreliable assumptions.
Experience supporting process improvement, workflow analysis, documentation, backlog review, dashboard or report generation, action tracking, or portfolio governance.
Clear written and verbal communication skills, including the ability to produce concise summaries, visuals, issue statements, trend narratives, and recommendation-oriented analysis.
Curiosity, learning agility, and interest in how technology operations, processes, tools, data, automation, and AI can improve service-delivery outcomes.

Nice To Haves

Experience with ServiceNow reporting, dashboards, Performance Analytics, ITSM data quality, catalog/workflow analysis, CMDB-adjacent operating data, or ticket trend analysis.
Experience with Asana, portfolio management tools, task/work tracking standards, backlog hygiene, dependency tracking, or project reporting.
Familiarity with Lean, Six Sigma, value-stream mapping, process mapping, process mining, ITIL Foundation, continual improvement, problem management, or operational excellence methods.
Experience using Microsoft Copilot, Power BI, Power Automate, Power Apps, Excel/Power Query, SharePoint, Teams, or other approved AI and automation tools for analysis, reporting, and workflow improvement.
Experience supporting managed services partner governance, vendor performance reporting, SLA/KPI scorecards, QBR preparation, or service improvement action tracking.
Exposure to infrastructure domains such as network, systems/server, storage/backup, monitoring/event management, identity and access management, cybersecurity operations, cloud operations, or enterprise IT service delivery.
Ability to build simple, repeatable analytical models, dashboards, templates, process maps, and reporting routines that improve consistency and reduce manual effort.
Experience in environments requiring strong documentation, auditability, change discipline, data-quality standards, and clear decision/action tracking.

Responsibilities

Collect and prepare data from ServiceNow, Asana, dashboards, reports, meeting outputs, action logs, and other approved IO&A sources.
Validate data completeness, consistency, assumptions, and source lineage before using information for analysis, dashboards, or leadership reporting.
Identify data-quality issues such as missing ownership, stale updates, duplicate records, inconsistent categorization, and aging work.
Analyze ServiceNow incident, request, change, and problem data to identify demand trends, bottlenecks, aging work, handoff delays, rework, SLA/KPI concerns, change outcomes, and service-tower performance issues.
Prepare recurring operational analyses, trend summaries, root-cause themes, backlog views, and data-driven observations for IO&A leadership review.
Connect operational findings to potential process changes, knowledge articles, runbook improvements, automation candidates, workflow enhancements, and clearer ownership rules.
Support maintenance of the IO&A Asana portfolio by reviewing active work, backlog items, milestones, owners, dependencies, risks, due dates, and status quality.
Monitor adherence to portfolio data standards, intake expectations, status-reporting norms, taxonomy, ownership rules, and archival practices.
Prepare portfolio views showing backlog trends, aging items, priority conflicts, capacity signals, delivery risks, and enterprise-impacting dependencies.
Maintain and reconcile action logs, decision logs, assignment registers, follow-up items, risk/dependency trackers, and related operating artifacts under the Sr. Manager’s direction.
Ensure assignments have clear owners, due dates, status, next steps, and escalation points where appropriate; identify stale, unclear, or unowned items for clarification.
Use trend analysis, process mapping, value-stream thinking, and service-management practices to identify waste, friction, redundant steps, manual handoffs, rework, and service-delivery simplification opportunities.
Document improvement opportunities with problem statements, supporting data, impacted processes, expected benefits, assumptions, candidate owners, and recommended next steps.
Help maintain the continuous improvement backlog and prepare candidate items for prioritization, measurement, and review.
Use approved AI, Copilot, analytics, reporting, and automation tools to explore data, summarize patterns, draft analysis narratives, generate hypotheses, and identify areas for deeper investigation.
Suggest practical AI, workflow, reporting, dashboard, or automation opportunities; validate AI-generated outputs through human review, source data, operational context, and approved standards.
Build and maintain recurring reports, dashboards, scorecards, data extracts, summaries, and visuals for performance reviews, portfolio governance, managed services oversight, and improvement prioritization.
Translate detailed data into clear findings, concise narratives, issue summaries, and recommended areas of focus for the Sr. Manager and IO&A leadership.
Support materials for operating reviews, monthly service reviews, QBR inputs, KPI discussions, backlog reviews, and improvement planning sessions.
Collect and analyze managed services performance data, including SLA/KPI compliance, backlog aging, ticket quality, runbook adherence, automation impact, escalation quality, change success, and improvement commitments.
Assist with partner scorecards, improvement-action registers, QBR inputs, and trend narratives; identify performance themes or data inconsistencies for review by the Sr. Manager, Technology Operations, or service owners.
Develop working knowledge of IO&A services, infrastructure domains, managed services operations, ITSM, portfolio management, process improvement, automation, AI, and reporting tools.
Continuously improve analytical methods, documentation, data-quality checks, and communication techniques.
Maintain curiosity, data credibility, clear communication, disciplined follow-through, and a growth-oriented learning approach.