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.

• 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.

• 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.

• 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.

• 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.

Location:

Richmond, Virginia (Onsite)

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