Job Description

IT Operations Process Manager

Location: Richmond, VA
Duration: ~6 months (Contract)

Position Overview

We are seeking a highly motivated IT Operations Process Manager with strong experience in process management, data analysis, IT controls, and cyber/access management. This role is responsible for independently managing key operational processes, ensuring compliance and control effectiveness, and driving data-backed process improvements across the enterprise.

The ideal candidate brings a strong technical aptitude, governance mindset, and the ability to manage structured workflows while identifying opportunities to improve efficiency, transparency, and control outcomes.

Key Responsibilities

Process & Operational Management

• Independently manage recurring operational activities with high accuracy and compliance.

• Ensure defensible evidence is collected and maintained to support control and audit requirements.

• Maintain up-to-date job aids, procedures, and documentation.

• Apply structured process management methodologies (CTQs, KPIs, SIPOCs, Swimlanes, RACIs, process health monitoring).

Data & Continuous Improvement

• Collect, analyze, and maintain process-related data to ensure transparency and health monitoring.

• Leverage tools such as Google Sheets and SQL to reduce manual effort and improve process reliability.

• Identify inefficiencies, risks, or control gaps and recommend data-backed improvements.

• Analyze throughput and performance metrics to enhance operational effectiveness.

Risk, Governance & Audit Support

• Ensure processes align with IT risk and governance standards.

• Identify and remediate potential non-compliance gaps.

• Support audit activities including walkthroughs and evidence collection.

• Maintain control integrity while enabling operational efficiency.

Technical & Systems Engagement

• Understand system interactions across application, server, and data layers.

• Interpret how APIs, file transfers, and system integrations support controls.

• Provide Level 1 support to internal stakeholders navigating operational processes.

• Escalate issues appropriately to Level 2/3 teams with clear documentation and recommended actions.

Cyber & Access Management

• Apply knowledge of cybersecurity and access management concepts.

• Ensure access controls and processes comply with documented standards.

• Support compliant end-user access provisioning while mitigating inappropriate access risk.

Required Qualifications

• Strong understanding of process management frameworks (CTQs, KPIs, SIPOCs, Swimlanes, RACIs, control charts, throughput monitoring).

• Knowledge of IT risk, governance, and compliance fundamentals.

• Experience executing and designing structured workflows.

• Technical understanding of system interactions (APIs, file transfers, multi-layer applications).

• Strong data analysis skills using:

  • Google Sheets (IF statements, error handling, VLOOKUP/XLOOKUP, INDEX/MATCH, QUERY, pivoting, charting)

  • SQL (executing, modifying, and creating queries)

• Experience documenting procedures and producing structured reports.

• Understanding of cybersecurity and access management concepts.

Preferred Qualifications

• Yellow Belt certification or process improvement training.

• Experience supporting internal audits, controls, or risk remediation initiatives.

• Experience with end-to-end process mapping and operational optimization.

Key Competencies

• • Strong analytical and problem-solving skills

  • Detail-oriented with high quality standards

  • Process-driven and control-focused mindset

  • Ability to operate independently in a technical environment

  • Clear communicator able to translate complex process issues into actionable improvements