Public Consulting Group
Supv Business Ops Analytics
Public Consulting Group, Salt Lake City, Utah, United States, 84193
Overview
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. The firm provides services across the public sector and serves clients in three Canadian provinces and Europe. For more information, visit www.publicconsultinggroup.com. Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Role
The Supervisor of Business Operations Analytics plays a pivotal role in managing production operations, addressing incidents, and overseeing changes. This position ensures the product meets client expectations and regulatory requirements in collaboration with client management and incident management teams. Main Responsibilities
Incident Management Manage Tier-2 incident assessments, including conducting root cause analyses, classifying severity, and planning resolutions. Work with 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. Confirm that solutions are properly deployed and verified within production environments. Application & Change Management Support project managers across multiple projects and clients, collaborating with various teams during customization, implementation, training, and ongoing operations. Develop and maintain documentation such as user stories, business requirements, and test plans; engage PCG subject matter experts, clients, and stakeholders to align delivered solutions with desired outcomes. Coordinate with developers, QA teams, and users to plan and execute testing processes and validate deployment of work packages. Foster strong communication and feedback among system developers, clients, and user focus groups to inform product roadmaps and drive ongoing system improvements. Identify opportunities for process enhancements and contribute to updates of standard operating procedures and release documentation. 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. Ability to work independently and in diverse, multi-tasking teams. Qualifications
Bachelor’s degree required. At least 3 years of experience in business operations, analytics, or production support. Compensation As required by applicable law, PCG provides the following reasonable range of compensation for this role: $80,100-$92,000. In addition, PCG provides a range of benefits including medical and dental care, 401k, PTO, parental leave, and bereavement leave. EEO Statement: Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and creating a culture of inclusion. All employment decisions are based on merit, business needs, job requirements, and individual qualifications. PCG does not discriminate on the basis of race, color, religion or belief, national origin, sex, gender identity or expression, age, disability, sexual orientation, marital or civil union status, veteran status, or any other status protected by law. PCG will not tolerate discrimination or harassment. PCG is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability status, or protected veteran status.
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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. The firm provides services across the public sector and serves clients in three Canadian provinces and Europe. For more information, visit www.publicconsultinggroup.com. Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Role
The Supervisor of Business Operations Analytics plays a pivotal role in managing production operations, addressing incidents, and overseeing changes. This position ensures the product meets client expectations and regulatory requirements in collaboration with client management and incident management teams. Main Responsibilities
Incident Management Manage Tier-2 incident assessments, including conducting root cause analyses, classifying severity, and planning resolutions. Work with 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. Confirm that solutions are properly deployed and verified within production environments. Application & Change Management Support project managers across multiple projects and clients, collaborating with various teams during customization, implementation, training, and ongoing operations. Develop and maintain documentation such as user stories, business requirements, and test plans; engage PCG subject matter experts, clients, and stakeholders to align delivered solutions with desired outcomes. Coordinate with developers, QA teams, and users to plan and execute testing processes and validate deployment of work packages. Foster strong communication and feedback among system developers, clients, and user focus groups to inform product roadmaps and drive ongoing system improvements. Identify opportunities for process enhancements and contribute to updates of standard operating procedures and release documentation. 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. Ability to work independently and in diverse, multi-tasking teams. Qualifications
Bachelor’s degree required. At least 3 years of experience in business operations, analytics, or production support. Compensation As required by applicable law, PCG provides the following reasonable range of compensation for this role: $80,100-$92,000. In addition, PCG provides a range of benefits including medical and dental care, 401k, PTO, parental leave, and bereavement leave. EEO Statement: Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and creating a culture of inclusion. All employment decisions are based on merit, business needs, job requirements, and individual qualifications. PCG does not discriminate on the basis of race, color, religion or belief, national origin, sex, gender identity or expression, age, disability, sexual orientation, marital or civil union status, veteran status, or any other status protected by law. PCG will not tolerate discrimination or harassment. PCG is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability status, or protected veteran status.
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