IT Operations Process Manager

Job Summary We are seeking a highly motivated IT Operations Process Manager with proven experience in process and data management, a strong technical and cyber/access management background, and familiarity with cybersecurity and access governance. This role is responsible for independently managing daily activities that support key control and operational processes, ensuring high-quality and compliant outcomes, and providing first-class support to end-users across the enterprise. The role also involves identifying, vetting, and implementing process improvements that enhance efficiency, accuracy, and control effectiveness without disrupting existing systems. Core Responsibilities Manage recurring operational activities with consistent, high-quality execution to ensure compliant outcomes for key control and operational processes, backed by defensible evidence. Apply process management concepts (e.g., CTQs, KPIs, SIPOC, swimlanes, RACI) to document and clarify how processes operate end-to-end. Maintain up-to-date job aids, procedures, and documentation to support a well-controlled operating environment. Collect, maintain, and analyze process-related data using tools such as spreadsheets and SQL to reduce manual effort, mitigate risk, and improve transparency into process health. Analyze existing processes, stakeholder expectations, and system capabilities to identify and recommend data-driven improvements aligned to business and control objectives. Support audit and control activities, including process walkthroughs, evidence collection, and response to audit requests. Provide high-quality level 1 support to internal teams and end-users, ensuring adherence to established processes and controls. Collaborate with level 2 and level 3 support teams by clearly communicating issues, blockers, and requirements, and escalating appropriately with relevant context and recommendations. Required Skills/Experience (Must-Haves) Strong understanding of process management concepts (CTQs, KPIs, SIPOC, swimlanes, RACI, and process health monitoring such as throughput and control charts). Solid understanding of IT risk, governance, and compliance, with experience identifying and addressing control gaps. Ability to execute structured workflows and, when needed, define or refine processes aligned to control and operational requirements. Ability to quickly understand systems, how they interact, and how they support controls and operational processes. Familiarity with how systems interact (e.g., APIs, file transfers) and basic application architecture layers (UI, server, data). Proficiency with tools such as Google Sheets and SQL for data analysis and reporting. Experience with spreadsheet functions (IF statements, lookups, error handling, aggregation functions) and data visualization (charts, graphs). Ability to run and modify SQL queries. Ability to create clear and concise documentation using tools such as Google Docs and Google Slides. Understanding of cybersecurity and access control principles, including identity and access management processes and compliance requirements. Preferred Skills/Experience (Nice-to-Haves) Experience with structured process improvement methodologies such as Lean, Six Sigma Yellow Belt or equivalent. Experience supporting internal controls, audit processes, or risk remediation initiatives. Key Competencies & Behaviors Strong analytical and problem-solving mindset. Ability to identify and implement practical, scalable solutions. Detail-oriented with strong organizational skills. Comfortable working in technical and control-driven environments. Clear communicator who can translate process and technical issues into actionable steps. Work Environment Location: Richmond, Virginia (Onsite) Compensation & Benefits Pay Range: The approximate pay range for this position is between $32.00 and $46.00. The final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums. Medical, Dental, & Vision Insurance Plans Employee Stock Ownership Plan 401K offered #J-18808-Ljbffr