Develop and maintain a service-area vision and multi-quarter roadmap tied to organizational strategy.
Understand upstream and downstream impacts, including related systems, data flows, and other service areas.
Partner with our internal clients and leadership to identify major initiatives, future-state recommendations, and improvement opportunities.
Facilitate planning sessions: aligning needs, priorities, and pain points across departments.
Serve as the primary intake channel for ideas, enhancement requests, and issues related to the service area.
Distinguish operational fixes from strategic initiatives and appropriately route them.
Facilitate discovery efforts: interviewing SMEs, mapping current-state and future-state processes, and gathering requirements.
Create clear documentation — business requirements, user stories, acceptance criteria, and workflows — similar to a BA role.
Identify opportunities for automation, AI integration, simplification, or modernization inside the service area.
Own and prioritize the service-area backlog (process improvements, system updates, reporting needs, policy changes, etc.).
Translate service-area goals into actionable user stories for PM, IT, or data governance teams.
Ensure initiative readiness for project teams: clarified, validated, and aligned with the strategic roadmap.
Participate in governance, representing the service area in decision-making.
Ensure alignment on impacts, dependencies, and technical feasibility.
Communicate progress, risks, and blockers clearly and consistently to leaders and stakeholders.

Requirements

Minimum of 3 years’ experience in PMO, product, business analysis, consulting, operations, process improvement, or a similar role.
Experience working in or with internal service areas (billing, legal, onboarding, operations, HR, finance, etc.).
Familiarity with enterprise systems (Workday, CRM, ERP, ticketing systems, etc.).
Demonstrated history of cross-functional influence and end-to-end ownership.

Benefits

Medical, dental, vision
Generous PTO plan and paid sick time
Flexible work arrangements
401K with Profit Sharing
Wellness program
Generous parental leave
11 paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

business analysisprocess improvementrequirements gatheringuser storiesacceptance criteriaworkflow documentationautomationAI integrationproject managementdata governance

Soft Skills

communicationcollaborationfacilitationstrategic thinkingproblem-solvinginfluenceprioritizationstakeholder managementalignmentclarity