Program Operations Analyst 2 at Lawrence Berkeley National Laboratory

Berkeley, California, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

121332.0

Posted On

27 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ServiceNow, Incident Management, Request Management, Ticket Management, User Support, Troubleshooting, Allocation Assistance, Data Analysis, Reporting, Process Development, Operational Oversight, Stakeholder Management, Data Quality, Standard Operating Procedures, Performance Metrics, Judgment

Industry

Research Services

Description

Lawrence Berkeley National Laboratory is hiring a Program Operations Analyst within the NERSC division. Support the operations of the NERSC program with a particular focus on NERSC Compute Allocations and supporting NERSC users in Account Support using the ServiceNow cloud-based platform. You will plan, initiate and monitor the annual Allocation Year schedule through completion. NERSC provides computing hours, with guidance from the Department of Energy’s Office of Science, to over 11,000 users on our system(s). You will predominantly focus on providing support to our DOE Allocation Managers and the Principal Investigators who will submit computing requests through our proposal system. You will work closely with NERSC leadership and cross-functional groups preparing user analysis and reports to help with understanding the needs of our users, our DOE stakeholders and our LBNL stakeholders. You will: Support the operations and development of incident, request, and ticket management processes, ensuring alignment with service standards and operational expectations Provide user support and assistance by responding to user inquiries, troubleshooting access issues, and resolving system-related requests in a timely and professional manner Provide Allocation assistance by provisioning, transferring, tracking and monitoring hours via our in-house banking system and by using the ServiceNow platform Help to manage the yearly project proposal system in ServiceNow in preparation for DOE Allocation Managers to award compute hours to the next year’s projects Contribute to the ongoing maintenance and development of the NERSC proposal submission system in ServiceNow Collaborate with our development team to enhance and improve the allocation processes Develop and maintain reports, dashboards, and data analyses to support operational oversight and leadership including requests by LBNL and DOE Lead the collection, validation, analysis, and interpretation of operational and programmatic data to support strategic decision-making Provide routine and ad hoc reporting to leadership, ensuring accuracy, timeliness, and clarity Collaborate with the Division Deputy for AI and Science to support the requests from our DOE Program Managers Work independently on problems of moderate scope where analysis of data requires evaluation of identifiable factors Identify gaps in data quality, reporting, or process execution and work with appropriate teams to resolve issues Contribute to the development and refinement of standard operating procedures and performance metrics Demonstrate good judgment in selecting methods and techniques for obtaining solutions Support Division leadership, including Department Heads and Group Leads, by coordinating and responding to inquiries from Principal Investigators, users, DOE Program Managers, and LBNL reporting entities. We are looking for: BA/BS degree in Management Information Systems or Information Technology related field and/or at minimum of 4-8 years of relevant experience or equivalent experience Demonstrated problem-solving skills and ability to analyze data/problems and provide practical and resourceful solutions Substantial experience with scheduling, budgeting, tracking and coordinating cross-function or cross-division activities. Ability to use independent judgment to troubleshoot and solve problems of moderate scope, determines the best course of action and provide recommendations to address problems/issues Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Demonstrated experience using and enhancing functionality within ticketing platforms such as ServiceNow, including developing workflows, improving ticket tracking mechanisms and generating data for reporting High level of organizational skills to independently initiate and prioritize responsibilities and manage multiple/competing projects within an environment of changing priorities Technical proficiency is required to execute operational management responsibilities, including the ability to work across a Mac environment, troubleshoot user and system issues, and effectively utilize enterprise systems such as the ServiceNow ticketing platform Proficiency with operational tools, reporting systems, and data analysis platforms (e.g., ticketing systems, spreadsheets, dashboards) Excellent verbal and written communication Excellent organizational skills and detail oriented Ability to manage competing priorities, meet deadlines, take initiative and adapt quickly to changing work priorities Proven interpersonal skills, able to maintain professionalism while interfacing with personnel at all organizational levels, internally and externally Additional information: Application date: Priority consideration will be given to candidates who apply by April 30, 2026. Applications will be accepted until the job posting is removed. Appointment type:This is a full-time, career appointment, exempt (monthly paid) from overtime pay. Salary range: The expected salary for this position is $99,276 - $121,332, which fits into the full salary of $88,260 - $148,908 depending upon the candidate’s skills, knowledge, and abilities. This includes education, certifications, and years of experience. Background check: This position is subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment. Work modality: This position requires some on-site presence, but is eligible for a flexible work mode, and hybrid schedules may be considered. Hybrid work is a combination of performing work on-site at Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA and some telework. Individuals working a hybrid schedule must reside within 150 miles of Berkeley Lab. Work schedules are dependent on business needs. In rare cases, full-time telework or remote work modes may be considered. Relocation: This position is not eligible for relocation assistance. Work authorization: Candidates must be eligible to work in the U.S. at the time of hire. Visa sponsorship is not available for this position. Want to learn more about working at Berkeley Lab? Please visit: careers.lbl.gov Equal Employment Opportunity Employer: The foundation of Berkeley Lab is our Stewardship Values: Team Science, Service, Trust, Innovation, and Respect; and we strive to build community with these shared values and commitments. Berkeley Lab is an Equal Opportunity Employer. We heartily welcome applications from all who could contribute to the Lab's mission of leading scientific discovery, excellence, and professionalism. In support of our rich global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories under State and Federal law. Misconduct Disclosure Requirement: As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

Responsibilities

The analyst will support NERSC program operations, focusing on Compute Allocations and user support via ServiceNow, including planning and monitoring the annual Allocation Year schedule. Key duties involve managing incident/request ticketing processes, providing user assistance, and assisting with provisioning and tracking computing hours.