SOME OF WHAT TO EXPECT WITH THIS ROLE:

• Lead business process design using Business Process Model and Notation (BPMN) to create standardized workflow visualizations, identify cross-functional inefficiencies, and recommend scalable improvements.
• Guide customer journey mapping efforts by designing and facilitating research activities to uncover system and process friction points across complex user experiences.
• Apply Lean Six Sigma’s Define, Measure, Analyze, Improve, and Control (DMAIC) methodology to evaluate enterprise-level workflows, uncover root causes of inefficiencies, and implement strategic, data-informed process improvements.
• Assess and recommend emerging technologies that align with agency priorities and have the potential to transform business processes, improve user experience or increase automation.
• Use data visualization tools such as Power BI, Excel analytics or embedded reporting platforms to track KPIs, monitor adoption trends and identify systemic issues. Partner with leadership to interpret findings and drive data-informed decisions.
• Develop and present business cases for enterprise process changes and automation opportunities, clearly articulating business value, risks, implementation costs and return on investment (ROI).
• Facilitate and lead cross-functional sessions with business units, IT teams, policy owners and industry partners to evaluate proposed system changes and ensure alignment with organizational objectives.
• Monitor system performance, proactively identifying emerging issues, troubleshoot complex configuration and integration challenges in coordination with technical teams.
• Ensure systems meet security, access management and data governance requirements by leading audits, conducting access reviews and implementing corrective actions in collaboration with internal policy and security teams.
• Oversee the documentation and resolution of system defects, usability concerns and performance issues during testing phases. Review logged issues and validate fixes before release, building junior analysts as needed.