Business Process Analyst

Description Summary

Flatter, Inc. (Flatter) is hiring an experienced Business Process Analyst (PMO/Reporting/Metrics/Analytics) to support the Program Management Office (PMO) for USDA Rural Development Loan Servicing operations in San Antonio, TX. In this role, you will provide analytical, operational, and reporting support to ensure contract performance, compliance, and mission success.

Essential Functions

• Support the Program Management Office (PMO) in monitoring contract performance, service level agreements (SLAs), and key performance indicators (KPIs) related to call center and loan servicing operations.
• Collect, analyze, and report operational data including call volume trends, case resolution metrics, backlog status, and productivity measures.
• Develop and maintain dashboards, program reports, executive briefings, and performance summaries for internal leadership and USDA stakeholders.
• Track deliverables, milestones, and action items to ensure timely and compliant contract execution.
• Cook with Operations, Training, Quality Assurance, and IT teams to identify risks, process gaps, and performance improvement opportunities.
• Support audit readiness activities by maintaining documentation, tracking corrective actions, and ensuring compliance with USDA Rural Development policies and federal requirements.
• Affiliate workforce planning analysis including staffing trends, call forecasts, and workload distribution assessments.
• Conduct root cause analysis on performance issues and provide data-driven recommendations to program leadership.
• Maintain configuration control of program documentation, standard operating procedures (SOPs), and reporting templates.
• Support transition planning, surge support analysis, and other PMO-directed initiatives.

Competencies

• Analytical Thinking
• Problem Solving/Analysis
• Data Interpretation and Reporting
• Attention to Detail
• Communication Proficiency
• Team Collaboration
• Time Management
• Integrity and Ethical Conduct

Supervisory Responsibility

This position does not include direct supervisory responsibilities but may coordinate with cross-functional teams and support program leadership initiatives.

Work Environment

This job operates in a professional office environment supporting federal program operations. This role routinely uses standard office equipment such as computers, phones, and collaboration tools.

Physical Demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

Position Type / Expected Hours of Work

This is a full-time position. Occasional evening or weekend work may be required based on program needs.

Travel

None

AAP/EEO Statement

It is the policy of Flatter, Inc. to afford equal employment opportunities (EEO) to all qualified individuals, without regard to their race, color, ancestry, religion, sex, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, gender identity or expression, or any other characteristic or status that is protected by federal, state, or local law. This policy applies to hiring, tenure of employment, and all terms and conditions of employment, including but not limited to promotion and development, assignment, transfer, compensation, benefits, discipline, demotion, and recreation provided by Flatter.

Requirements

• Required Education and Experience: Bachelor’s degree in Business, Public Administration, Finance, or a related field preferred. 3–5 years of experience in program analysis, business analysis, or PMO support, preferably within a federal government contract environment.
• Experience: Experience supporting call center operations, financial services, mortgage servicing, or government loan programs preferred.
• Skills: Strong analytical skills with experience interpreting operational and performance data. Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with reporting tools and data visualization platforms. Experience tracking KPIs, SLAs, risk registers, and performance metrics within a structured PMO environment. Familiarity with federal contract reporting requirements and compliance standards preferred. Strong written and verbal communication skills with the ability to brief leadership and stakeholders.
• Work Authorization / Security Clearance (if applicable): U.S. Citizenship or Permanent Resident status required. Ability to obtain and maintain a USDA Public Trust background investigation.