Senior Business Analyst (Techno-Functional) - Secret Clearance

About the role

RCG, Inc. is a growing federal contracting company proudly Certified as a Great Place to Work®. We are committed to fostering a culture of innovation, inclusion, and excellence while delivering high-quality services to our government clients.

Responsibilities

• Analyze business operations, workflows, and service delivery processes to identify opportunities for improvement and increased efficiency.
• Lead quality assurance activities across service desk and customer support operations.
• Conduct root cause analysis on recurring operational issues and develop corrective action plans.
• Gather, document, and validate business, functional, and operational requirements.
• Design, document, and optimize workflows, business processes, and standard operating procedures (SOPs).
• Analyze operational and service desk data to identify trends, risks, and opportunities for improvement.
• Develop dashboards, reports, scorecards, and metrics to support data-driven decision making.
• Serve as a liaison between business stakeholders, operations teams, and technical teams.
• Develop and maintain knowledge management processes and operational documentation.
• Design, develop, and deliver training programs for new hires and existing staff.
• Evaluate training effectiveness and recommend enhancements to improve employee performance and customer satisfaction.
• Support continuous service improvement initiatives aligned with IT Service Management (ITSM) best practices.
• Utilize Salesforce and other service management platforms to support reporting, workflow management, process improvement, and operational analysis.
• Present findings, recommendations, and performance metrics to leadership and stakeholders.

Requirements

• Active Secret Clearance a must have.
• Experience supporting banking, financial services, financial regulatory organizations, or compliance-driven environments.
• Hands-on experience with Salesforce, including workflow management, reporting, dashboards, case management, or business process support.
• Bachelor's degree in information technology, Business Administration, Finance, Information Systems, Organizational Development, or a related field. Equivalent experience may be considered.
• 5+ years of experience as a Business Analyst, Functional Analyst, Business Systems Analyst, Operations Analyst, or related role.
• Experience leading quality assurance activities within a service desk, contact center, or customer support environment.
• Demonstrated experience conducting root cause analysis and implementing corrective actions to resolve recurring operational issues.
• Experience designing, documenting, and improving business and operational workflows.
• Demonstrated experience gathering and documenting business and functional requirements.
• Experience developing and maintaining knowledge management programs, SOPs, workflows, and operational documentation.
• Experience designing and delivering training programs for technical and non-technical audiences.
• Strong understanding of IT Service Management (ITSM) principles and best practices.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Able to collaborate effectively across technical, operational, and business teams.

Qualifications

• Previous experience supporting the Financial Crimes Enforcement Network (FinCEN).
• Experience supporting Anti-Money Laundering (AML), Bank Secrecy Act (BSA), fraud detection, financial investigations, or related financial regulatory programs.
• ITIL Foundation certification.
• Experience supporting federal government contracts.
• Experience creating operational dashboards, performance reporting, and service improvement plans.
• Experience with workforce coaching, performance management, and continuous improvement initiatives.

Benefits

Competitive compensation and benefits package, career growth and professional development opportunities, collaborative and supportive team environment, opportunity to support a critical federal mission and make a meaningful impact.

Pay

$125,000 - $140,000

Schedule

On-site 5 days per week