Supv Business Ops Analytics

Public Consulting Group-posted 2 months ago
$80,100 - $94,000/Yr
Full-time • Mid Level
1,001-5,000 employees
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The Supervisor of Business Operations Analytics plays a pivotal role in managing production operations, addressing incidents, and managing product leads. This position guarantees the product meets client expectations and regulatory requirements in collaboration with client management and incident management teams. This position is for our EDPlan product.

  • Develop and maintain documentation such as user stories, business requirements, configuration logs and test plans—engaging PCG subject matter experts, clients, and stakeholders to align delivered solutions with desired outcomes within project schedules.
  • Facilitates client walkthrough UAT meeting.
  • Support project managers across multiple clients, collaborating with various teams throughout customization, implementation, training, and ongoing operations to ensure cohesion across the product.
  • Leads cross-module integration governance and decision-making forums to ensure consistent execution of shared processes.
  • Coordinate with developers, QA teams, and users to plan and execute testing processes, identify root cause of system issues, and validate deployment of work packages.
  • Define and track KPIs, and ensure strategic decisions and impacts are communicated across all module leads and stakeholders.
  • Spot opportunities for process enhancements and contribute to updates of standard operating procedures, release documentation, and training materials.
  • Manage Tier-2 incident assessments, including conducting root cause analyses, classifying severity, and planning resolutions.
  • Work alongside the Service Desk Manager to ensure tickets are routed and prioritized appropriately.
  • Act as the escalation contact for unresolved issues from Tier-1 support staff and escalates unresolved issues and risks to the project manager.
  • Confirm that solutions are properly deployed and verified within production environments in accordance with established project processes and norms.
  • Facilitate working sessions to address and resolve issues, risks, and resource constraints, escalating unresolved items to the Project Manager as needed.
  • Monitor and ensure completion of team member activities in alignment with approved processes and schedules.
  • Coach and support module leads, ensuring clarity of roles, deliverables, and coordination across modules.
  • Exceptional analytical and problem-solving skills, especially in incident and application management.
  • Understanding of SDLC and software development methodologies.
  • Excellent communication and stakeholder engagement.
  • Demonstrated initiative and solution-seeking attitude.
  • Capable of working independently and in diverse, multi-tasking teams.
  • Bachelor’s degree or similar experience.
  • At least 3 years of experience in business operations, analytics, or production support.
  • Medical and dental care benefits
  • 401k
  • PTO
  • Parental leave
  • Bereavement leave
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