Business Process Analyst
Summary:
Flatter, Inc. (Flatter) is hiring experienced Business Process Analyst (PMO/Reporting/Metrics/Analytics) to support the Program Management Office (PMO) for USDA Rural Development Loan Servicing operations in San Antonio, TX. In this role, you will provide analytical, operational, and reporting support to ensure contract performance, compliance, and mission success. The Business Process Analyst supports program leadership by tracking performance metrics, monitoring deliverables, managing reporting requirements, and ensuring alignment with USDA contractual standards and operational objectives.
Essential Functions
- Support the Program Management Office (PMO) in monitoring contract performance, service level agreements (SLAs), and key performance indicators (KPIs) related to call center and loan servicing operations.
- Collect, analyze, and report operational data including call volume trends, case resolution metrics, backlog status, and productivity measures.
- Develop and maintain dashboards, program reports, executive briefings, and performance summaries for internal leadership and USDA stakeholders.
- Track deliverables, milestones, and action items to ensure timely and compliant contract execution.
- Coordinate with Operations, Training, Quality Assurance, and IT teams to identify risks, process gaps, and performance improvement opportunities.
- Support audit readiness activities by maintaining documentation, tracking corrective actions, and ensuring compliance with USDA Rural Development policies and federal requirements.
- Assist in workforce planning analysis including staffing trends, call forecasts, and workload distribution assessments.
- Conduct root cause analysis on performance issues and provide data-driven recommendations to program leadership.
- Maintain configuration control of program documentation, standard operating procedures (SOPs), and reporting templates.
- Support transition planning, surge support analysis, and other PMO-directed initiatives.
- Support and operate within Flatter’s ISO 9001:2015 and ISO 27001:2022 management systems where applicable.
Competencies
- Analytical Thinking
- Problem Solving/Analysis
- Data Interpretation and Reporting
- Attention to Detail
- Communication Proficiency
- Team Collaboration
- Time Management
- Integrity and Ethical Conduct
Supervisory Responsibility
This position does not include direct supervisory responsibilities but may coordinate with cross-functional teams and support program leadership initiatives.
Work Environment
This job operates in a professional office environment supporting federal program operations. This role routinely uses standard office equipment such as computers, phones, and collaboration tools.
Physical Demands
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
Position Type / Expected Hours of Work
This is a full-time position. Occasional evening or weekend work may be required based on program needs.
Travel
None
AAP/EEO Statement
It is the policy of Flatter, Inc. to afford equal employment opportunities (EEO) to all qualified individuals, without regard to their race, color, ancestry, religion, sex, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, gender identity or expression, or any other characteristic or status that is protected by federal, state, or local law. This policy applies to hiring, tenure of employment, and all terms and conditions of employment, including but not limited to promotion and development, assignment, transfer, compensation, benefits, discipline, demotion, and recreation provided by Flatter.