Process Analyst

Description

The Finance Support Governance Manager leads the governance and oversight framework for Finance and Engagement Management support operations across Level 1 and Level 2 teams. This role is responsible for driving service excellence within ServiceNow, improving end-to-end incident management, establishing standardized processes, enhancing transparency through analytics and reporting, and holding cross-functional teams accountable to defined service standards. The Manager partners closely with Finance, Engagement Management, Technology, and Operations leaders to reduce ticket hopping, improve resolution times, and enhance overall user experience.

Key Responsibilities

Establish and lead the Finance Support Governance framework across Level 1 and Level 2 support teams.

Define and implement standardized incident management processes, including clear ownership models and escalation paths.

Drive reduction of ticket reassignments (‘ticket hopping’) and backlog/aging through structured controls and accountability routines.

Develop and monitor KPIs and SLAs (e.g., aging, first-touch resolution, reassignment rates, backlog health).

Build executive-level dashboards and reporting to provide transparency into support performance and trends.

Lead regular governance forums with support queue owners and functional leaders to review performance and remediation actions.

Conduct root cause analysis on systemic support issues and partner with process and system owners to implement corrective actions.

Oversee ServiceNow workflow optimization and ensure alignment to finance operating model and S/4HANA processes.

Identify automation and continuous improvement opportunities to enhance efficiency and user experience.

Support change management and communication efforts related to new support processes and standards.

Qualifications & Skills

High school diploma required. Bachelor’s degree in finance, accounting, business administration, information systems, or related field preferred.

5-7+ years of experience in finance operations, shared services, support governance, PMO, or related function.

Strong understanding of incident management, ticketing systems (ServiceNow preferred), and service delivery models.

Experience working in complex ERP environments (SAP S/4HANA experience strongly preferred).

Demonstrated leadership experience influencing cross-functional teams without direct authority.

Strong analytical and reporting skills; proficiency in Excel and BI tools (e.g., Power BI, Tableau).

Excellent stakeholder management, communication, and executive presentation skills.

Proven ability to drive process standardization and continuous improvement initiatives.

Skills

servicenow, itsm

Top Skills Details

servicenow

Additional Skills & Qualifications

Goal of this role is to reduce aging tickets - need to have experience having done that

Experience Level

Entry LevelF

This is a Contract position based out of Atlanta, GA.

The pay range for this position is $50.00 - $57.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jun 12, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.