Senior Business Analyst (Techno-Functional) - Secret Clearance

Reston Consulting Group•Tysons Corner, VA

3d•Onsite

About The Position

RCG is seeking a Senior Business Analyst (Techno-Functional) to support a federal financial regulatory agency in Tysons, VA. This role serves as a strategic liaison between business operations and technology teams, driving service excellence through business process analysis, workflow optimization, quality assurance, workforce training, knowledge management, and continuous improvement initiatives. The ideal candidate will possess a strong blend of business analysis, operational excellence, and technical acumen, with the ability to evaluate existing processes, identify improvement opportunities, analyze operational data, and implement solutions that enhance service delivery and organizational performance.

Requirements

Active Secret Clearance a must have.
Experience supporting banking, financial services, financial regulatory organizations, or compliance-driven environments.
Hands-on experience with Salesforce, including workflow management, reporting, dashboards, case management, or business process support.
Bachelor’s degree in information technology, Business Administration, Finance, Information Systems, Organizational Development, or a related field. Equivalent experience may be considered.
5+ years of experience as a Business Analyst, Functional Analyst, Business Systems Analyst, Operations Analyst, or related role.
Experience leading quality assurance activities within a service desk, contact center, or customer support environment.
Demonstrated experience conducting root cause analysis and implementing corrective actions to resolve recurring operational issues.
Experience designing, documenting, and improving business and operational workflows.
Demonstrated experience gathering and documenting business and functional requirements.
Experience developing and maintaining knowledge management programs, SOPs, workflows, and operational documentation.
Experience designing and delivering training programs for technical and non-technical audiences.
Strong understanding of IT Service Management (ITSM) principles and best practices.
Strong analytical, organizational, and problem-solving skills.
Excellent written, verbal, presentation, and stakeholder management skills.
Ability to collaborate effectively across technical, operational, and business teams.
US Citizenship required by the client.

Nice To Haves

Previous experience supporting the Financial Crimes Enforcement Network (FinCEN).
Experience supporting Anti-Money Laundering (AML), Bank Secrecy Act (BSA), fraud detection, financial investigations, or related financial regulatory programs.
ITIL Foundation certification.
Experience supporting federal government contracts.
Experience creating operational dashboards, performance reporting, and service improvement plans.
Experience with workforce coaching, performance management, and continuous improvement initiatives.

Responsibilities

Analyze business operations, workflows, and service delivery processes to identify opportunities for improvement and increased efficiency.
Lead quality assurance activities across service desk and customer support operations.
Conduct root cause analysis on recurring operational issues and develop corrective action plans.
Gather, document, and validate business, functional, and operational requirements.
Design, document, and optimize workflows, business processes, and standard operating procedures (SOPs).
Analyze operational and service desk data to identify trends, risks, and opportunities for improvement.
Develop dashboards, reports, scorecards, and metrics to support data-driven decision making.
Serve as a liaison between business stakeholders, operations teams, and technical teams.
Develop and maintain knowledge management processes and operational documentation.
Design, develop, and deliver training programs for new hires and existing staff.
Evaluate training effectiveness and recommend enhancements to improve employee performance and customer satisfaction.
Support continuous service improvement initiatives aligned with IT Service Management (ITSM) best practices.
Utilize Salesforce and other service management platforms to support reporting, workflow management, process improvement, and operational analysis.
Present findings, recommendations, and performance metrics to leadership and stakeholders.