Process Analyst

TEKsystems•Atlanta, GA

2d•$50 - $57•Remote

About The Position

The Finance Support Governance Manager leads the governance and oversight framework for Finance and Engagement Management support operations across Level 1 and Level 2 teams. This role is responsible for driving service excellence within ServiceNow, improving end-to-end incident management, establishing standardized processes, enhancing transparency through analytics and reporting, and holding cross-functional teams accountable to defined service standards. The Manager partners closely with Finance, Engagement Management, Technology, and Operations leaders to reduce ticket hopping, improve resolution times, and enhance overall user experience.

Requirements

High school diploma required.
5-7+ years of experience in finance operations, shared services, support governance, PMO, or related function.
Strong understanding of incident management, ticketing systems (ServiceNow preferred), and service delivery models.
Experience working in complex ERP environments (SAP S/4HANA experience strongly preferred).
Demonstrated leadership experience influencing cross-functional teams without direct authority.
Strong analytical and reporting skills; proficiency in Excel and BI tools (e.g., Power BI, Tableau).
Excellent stakeholder management, communication, and executive presentation skills.
Proven ability to drive process standardization and continuous improvement initiatives.
Goal of this role is to reduce aging tickets - need to have experience having done that

Nice To Haves

Bachelor’s degree in finance, accounting, business administration, information systems, or related field preferred.
servicenow
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Responsibilities

Establish and lead the Finance Support Governance framework across Level 1 and Level 2 support teams.
Define and implement standardized incident management processes, including clear ownership models and escalation paths.
Drive reduction of ticket reassignments (‘ticket hopping’) and backlog/aging through structured controls and accountability routines.
Develop and monitor KPIs and SLAs (e.g., aging, first-touch resolution, reassignment rates, backlog health).
Build executive-level dashboards and reporting to provide transparency into support performance and trends.
Lead regular governance forums with support queue owners and functional leaders to review performance and remediation actions.
Conduct root cause analysis on systemic support issues and partner with process and system owners to implement corrective actions.
Oversee ServiceNow workflow optimization and ensure alignment to finance operating model and S/4HANA processes.
Identify automation and continuous improvement opportunities to enhance efficiency and user experience.
Support change management and communication efforts related to new support processes and standards.