Program Operations Analyst

Program Operations Analyst A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption. Role Overview The Program Operations Analyst will provide day-to-day program operations support for a VA Contact Center Modernization engagement. This role focuses on maintaining the program’s project plan, tracking activities and deadlines, supporting governance documentation (notes, action items), and managing collaboration artifacts in Microsoft Teams/SharePoint. Key Responsibilities • Maintain and update the program project plan on a regular cadence (e.g., task updates, dependencies, milestones, baseline hygiene, publish-ready views). • Support maintenance of the RAID (Risks, Assumptions, Issues, Dependencies) log by coordinating inputs and updates with workstream owners and project management leadership in line with the project plan. • Track activities, deadlines, and milestones; proactively flag slippage, missing inputs, and upcoming due dates. • Support action item tracking (capture, owners, due dates, follow-ups, closure confirmation). • Capture and publish meeting notes/minutes with clear decisions, actions, and next steps. • Draft and edit program communications as required (status asks, follow-ups, reminders) with strong business writing quality. • Manage and organize the program’s Microsoft Teams site and associated SharePoint artifacts (folders, document hygiene, versioning conventions, templates as provided). • Maintain program documentation and ensure key deliverables/artifacts are current, accessible, and consistently formatted. Required Qualifications • 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects. • 1+ years of prior work experience in or with the Federal Government. • 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face. • Demonstrated experience with scheduling tools such as Microsoft Project or Excel tailored to project plan maintenance as well as Microsoft Teams/SharePoint. • Excellent communication, task tracking, business writing, and meeting minute skills, with a keen attention to detail. • Ability to quickly adapt and excel in a fast-paced environment. • Experience working with Microsoft Word, PowerPoint, and Outlook. • Minimum of a Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field. • Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust. Preferred Qualifications • Experience supporting a program operations team or PMO. • Experience supporting federal healthcare clients, particularly the VA or DoD. • Experience with clinical contact center operations and healthcare workflows. • Experience supporting large-scale organizational transformation initiatives.