Supv Business Ops Analytics

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

Primary Responsibilities

Application & Change Management

• 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.

Incident Management

• 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.

Resource Management

• 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.

Required Skills

• 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.

Qualifications

• Bachelor’s degree or similar experience.

• At least 3 years of experience in business operations, analytics, or production support.

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Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $80,100-$94,000. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement:

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.