Program Operations Analyst 2

Lawrence Berkeley National Laboratory•Berkeley, CA

1h•Hybrid

About The Position

Lawrence Berkeley National Laboratory is hiring a Program Operations Analyst within the NERSC division. Support the operations of the NERSC program with a particular focus on NERSC Compute Allocations and supporting NERSC users in Account Support using the ServiceNow cloud-based platform. You will plan, initiate and monitor the annual Allocation Year schedule through completion. NERSC provides computing hours, with guidance from the Department of Energy’s Office of Science, to over 11,000 users on our system(s). You will predominantly focus on providing support to our DOE Allocation Managers and the Principal Investigators who will submit computing requests through our proposal system. You will work closely with NERSC leadership and cross-functional groups preparing user analysis and reports to help with understanding the needs of our users, our DOE stakeholders and our LBNL stakeholders.

Requirements

BA/BS degree in Management Information Systems or Information Technology related field and/or at minimum of 4-8 years of relevant experience or equivalent experience
Demonstrated problem-solving skills and ability to analyze data/problems and provide practical and resourceful solutions
Substantial experience with scheduling, budgeting, tracking and coordinating cross-function or cross-division activities.
Ability to use independent judgment to troubleshoot and solve problems of moderate scope, determines the best course of action and provide recommendations to address problems/issues
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Demonstrated experience using and enhancing functionality within ticketing platforms such as ServiceNow, including developing workflows, improving ticket tracking mechanisms and generating data for reporting
High level of organizational skills to independently initiate and prioritize responsibilities and manage multiple/competing projects within an environment of changing priorities
Technical proficiency is required to execute operational management responsibilities, including the ability to work across a Mac environment, troubleshoot user and system issues, and effectively utilize enterprise systems such as the ServiceNow ticketing platform
Proficiency with operational tools, reporting systems, and data analysis platforms (e.g., ticketing systems, spreadsheets, dashboards)
Excellent verbal and written communication
Excellent organizational skills and detail oriented
Ability to manage competing priorities, meet deadlines, take initiative and adapt quickly to changing work priorities
Proven interpersonal skills, able to maintain professionalism while interfacing with personnel at all organizational levels, internally and externally

Responsibilities

Support the operations and development of incident, request, and ticket management processes, ensuring alignment with service standards and operational expectations
Provide user support and assistance by responding to user inquiries, troubleshooting access issues, and resolving system-related requests in a timely and professional manner
Provide Allocation assistance by provisioning, transferring, tracking and monitoring hours via our in-house banking system and by using the ServiceNow platform
Help to manage the yearly project proposal system in ServiceNow in preparation for DOE Allocation Managers to award compute hours to the next year’s projects
Contribute to the ongoing maintenance and development of the NERSC proposal submission system in ServiceNow
Collaborate with our development team to enhance and improve the allocation processes
Develop and maintain reports, dashboards, and data analyses to support operational oversight and leadership including requests by LBNL and DOE
Lead the collection, validation, analysis, and interpretation of operational and programmatic data to support strategic decision-making
Provide routine and ad hoc reporting to leadership, ensuring accuracy, timeliness, and clarity
Collaborate with the Division Deputy for AI and Science to support the requests from our DOE Program Managers
Work independently on problems of moderate scope where analysis of data requires evaluation of identifiable factors
Identify gaps in data quality, reporting, or process execution and work with appropriate teams to resolve issues
Contribute to the development and refinement of standard operating procedures and performance metrics
Demonstrate good judgment in selecting methods and techniques for obtaining solutions
Support Division leadership, including Department Heads and Group Leads, by coordinating and responding to inquiries from Principal Investigators, users, DOE Program Managers, and LBNL reporting entities.