Contact Center Modernization – Project Operations Analyst
About the position
A large U.S. federal health agency is executing a nationwide Contact Center Modernization initiative to improve 24/7 virtual access to high-quality healthcare services for Veterans.
The Project Operations Analyst provides day-to-day program operations and coordination support for a VA contact center modernization engagement. This role is critical to keeping the program organized, on track, and execution-ready, with a strong focus on project plan maintenance, RAID tracking, governance documentation, and collaboration tools such as Microsoft Teams and SharePoint.
This position is ideal for a detail-oriented analyst who excels in program coordination, communication, and execution support within complex federal initiatives.
Why This Role Matters
The Project Operations Analyst plays a foundational role in the success of a high-visibility federal healthcare modernization program. By ensuring project plans, governance artifacts, and collaboration tools remain accurate and up to date, this role helps enable on-time delivery, effective decision-making, and smooth coordination across a complex, multi-workstream environment.
Responsibilities
• Maintain and update the master program project plan on a regular cadence, including tasks, dependencies, milestones, baselines, and publish-ready views
• Track activities, deadlines, and milestones, proactively flagging slippage, missing inputs, and upcoming due dates
• Support action item tracking, including capture, ownership, due dates, follow-ups, and closure confirmation
• Maintain and update the RAID (Risks, Assumptions, Issues, Dependencies) log in coordination with workstream owners and project leadership
• Capture and publish meeting notes/minutes with clear documentation of decisions, action items, owners, and next steps
• Support governance documentation and ensure alignment with the approved project plan
• Draft and edit program communications, including status requests, reminders, and follow-ups, with strong business writing quality
• Manage and organize Microsoft Teams and SharePoint sites, ensuring proper document hygiene, version control, folder structure, and template usage
• Maintain program documentation and deliverables, ensuring materials are current, accessible, and consistently formatted
Requirements
• 3+ years of professional experience, preferably supporting healthcare, contact center, or technology modernization initiatives
• 1+ year of experience working in or with the Federal Government
• 3+ years of experience working directly with diverse stakeholders, including client-facing engagement
• Demonstrated experience maintaining project plans using Microsoft Project and/or Excel, as well as Microsoft Teams and SharePoint
• Excellent communication, task tracking, and business writing skills, with strong attention to detail
• Ability to adapt quickly and perform effectively in a fast-paced environment
• Proficiency with Microsoft Word, PowerPoint, Excel, Outlook, Teams, and SharePoint
• Bachelor's degree in Business, Healthcare Administration, Information Systems, or a related field
• U.S. Citizenship required with ability and willingness to obtain a U.S. Public Trust clearance
Nice-to-haves
• Experience supporting a Program Operations team or PMO
• Experience supporting federal healthcare clients, particularly VA or DoD
• Experience with clinical contact center operations or healthcare workflows
• Experience supporting large-scale organizational transformation initiatives
Benefits
• Paid vacation, sick leave, and holidays
• Medical, dental, and vision health insurance
• Life insurance coverage
• Short- and long-term disability insurance
• 401(k) retirement plan with company match and immediate vesting
• Military leave
• Training and professional development opportunities
• Tuition reimbursement
• Employee wellness program
• Commuter benefits
Apply Now
Apply Now
A large U.S. federal health agency is executing a nationwide Contact Center Modernization initiative to improve 24/7 virtual access to high-quality healthcare services for Veterans.
The Project Operations Analyst provides day-to-day program operations and coordination support for a VA contact center modernization engagement. This role is critical to keeping the program organized, on track, and execution-ready, with a strong focus on project plan maintenance, RAID tracking, governance documentation, and collaboration tools such as Microsoft Teams and SharePoint.
This position is ideal for a detail-oriented analyst who excels in program coordination, communication, and execution support within complex federal initiatives.
Why This Role Matters
The Project Operations Analyst plays a foundational role in the success of a high-visibility federal healthcare modernization program. By ensuring project plans, governance artifacts, and collaboration tools remain accurate and up to date, this role helps enable on-time delivery, effective decision-making, and smooth coordination across a complex, multi-workstream environment.
Responsibilities
• Maintain and update the master program project plan on a regular cadence, including tasks, dependencies, milestones, baselines, and publish-ready views
• Track activities, deadlines, and milestones, proactively flagging slippage, missing inputs, and upcoming due dates
• Support action item tracking, including capture, ownership, due dates, follow-ups, and closure confirmation
• Maintain and update the RAID (Risks, Assumptions, Issues, Dependencies) log in coordination with workstream owners and project leadership
• Capture and publish meeting notes/minutes with clear documentation of decisions, action items, owners, and next steps
• Support governance documentation and ensure alignment with the approved project plan
• Draft and edit program communications, including status requests, reminders, and follow-ups, with strong business writing quality
• Manage and organize Microsoft Teams and SharePoint sites, ensuring proper document hygiene, version control, folder structure, and template usage
• Maintain program documentation and deliverables, ensuring materials are current, accessible, and consistently formatted
Requirements
• 3+ years of professional experience, preferably supporting healthcare, contact center, or technology modernization initiatives
• 1+ year of experience working in or with the Federal Government
• 3+ years of experience working directly with diverse stakeholders, including client-facing engagement
• Demonstrated experience maintaining project plans using Microsoft Project and/or Excel, as well as Microsoft Teams and SharePoint
• Excellent communication, task tracking, and business writing skills, with strong attention to detail
• Ability to adapt quickly and perform effectively in a fast-paced environment
• Proficiency with Microsoft Word, PowerPoint, Excel, Outlook, Teams, and SharePoint
• Bachelor's degree in Business, Healthcare Administration, Information Systems, or a related field
• U.S. Citizenship required with ability and willingness to obtain a U.S. Public Trust clearance
Nice-to-haves
• Experience supporting a Program Operations team or PMO
• Experience supporting federal healthcare clients, particularly VA or DoD
• Experience with clinical contact center operations or healthcare workflows
• Experience supporting large-scale organizational transformation initiatives
Benefits
• Paid vacation, sick leave, and holidays
• Medical, dental, and vision health insurance
• Life insurance coverage
• Short- and long-term disability insurance
• 401(k) retirement plan with company match and immediate vesting
• Military leave
• Training and professional development opportunities
• Tuition reimbursement
• Employee wellness program
• Commuter benefits
Apply Now
Apply Now