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.

Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education 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.

Services:

• Teaching

• Learning Solutions

• Data Systems

• IT Solutions

• Financial Solutions

• Equity in Education

• Equitable Education

• Recovery Services

Main Responsibilities

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.
• 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 throughout customization, implementation, training, and ongoing operations.
• Develop and maintain documentation such as user stories, business requirements, and test plans—engaging 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.
• Spot 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.
• Capable of working 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.

#LI

#EDU

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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.

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.