Sr. Analyst Service Governance; Remote Eligible

Sr. Analyst, Service Governance Supporting Process Governance

As a Sr. Analyst, Service Governance supporting Process Governance, you will own the governance of an assigned portfolio of end-to-end processes supporting Target Enterprise Services (TES) operations. You will maintain clear and accurate process flows and procedures, lead recurring process reviews, identify gaps and improvement opportunities, and drive changes through implementation and validation.

You will serve as a Process Governance subject matter expert and point of contact for operational questions, process issues, and research requests. You will partner across Service Center Operations, Compliance, Risk, Product, Technology, Data and Reporting, and other business teams to understand process impacts, clarify requirements and handoffs, resolve issues, and ensure teams have the information needed to execute processes consistently.

Sr. Analysts operate across a shared scope, with individual responsibilities tailored to assigned process portfolios and evolving business needs.

Core Responsibilities

Process Governance and Documentation

• Own and maintain an assigned portfolio of end-to-end process flows, procedures, and supporting governance artifacts.
• Conduct recurring and event-driven reviews to ensure process information remains accurate, current, and aligned across connected teams and systems.
• Maintain process information in the designated repository so Service Center teams and partners can easily access and understand current expectations.

Process Analysis and Continuous Improvement

• Evaluate current-state processes to identify gaps, inconsistencies, unclear decision points, breakdowns in handoffs, duplicate effort, and efficiency opportunities.
• Conduct root-cause analysis and assess impacts to guests, team members, operations, compliance requirements, reporting, and system functionality.
• Develop recommendations and drive agreed-upon process improvements through implementation, validation, and sustained resolution.

Business Partnership and Issue Resolution

• Act as a primary point of contact and Process Governance subject matter expert for assigned business areas.
• Facilitate working sessions to clarify current- and future-state processes, business requirements, roles, decision points, and partner handoffs.
• Research operational issues and process questions, communicate findings and recommendations, and coordinate actions across appropriate business partners.
• Provides strategic oversight and governance of the Lines of Defense framework supporting Circle Card operations, helping ensure risks are effectively identified, assessed, monitored, and mitigated across key business processes.

Process Readiness, Remediation, and Validation

• Assess how regulatory and compliance remediation, operational changes, system enhancements, and new or updated processes affect end-to-end operations, and identify required updates to process flows, controls, documentation, and team enablement.
• Serve as a process subject matter expert during testing and validation activities by defining business scenarios and process requirements, supporting user acceptance testing, documenting process or system gaps, and validating that system functionality, reporting, and operational outcomes align with intended business processes.
• Conduct post-implementation process reviews to validate that changes are functioning as intended, assess impacts to upstream and downstream processes, and identify any additional process improvements, documentation updates, controls, or team enablement needs.

Process Health and Reporting

• Use operational data, issue trends, audit feedback, and partner insights to evaluate process performance and identify emerging risks or improvement opportunities.
• Define or enhance reporting where gaps prevent effective process monitoring or decision-making.
• Communicate process health, risks, dependencies, and recommended actions to Service Center leaders and business partners.

Core responsibilities of this job are described within this job description. Job duties may change at any time due to business needs.

About you

• Bachelor's degree or equivalent experience.

• Three or more years…