Senior Business Analyst (Techno-Functional) - Secret Clearance

• Analyze business operations, workflows, and service delivery processes to identify opportunities for improvement and increased efficiency. • Lead quality assurance activities across service desk and customer support operations. • Conduct root cause analysis on recurring operational issues and develop corrective action plans. • Gather, document, and validate business, functional, and operational requirements. • Design, document, and optimize workflows, business processes, and standard operating procedures (SOPs). • Analyze operational and service desk data to identify trends, risks, and opportunities for improvement. • Develop dashboards, reports, scorecards, and metrics to support data-driven decision making. • Serve as a liaison between business stakeholders, operations teams, and technical teams. • Develop and maintain knowledge management processes and operational documentation. • Design, develop, and deliver training programs for new hires and existing staff. • Evaluate training effectiveness and recommend enhancements to improve employee performance and customer satisfaction. • Support continuous service improvement initiatives aligned with IT Service Management (ITSM) best practices. • Utilize Salesforce and other service management platforms to support reporting, workflow management, process improvement, and operational analysis. • Present findings, recommendations, and performance metrics to leadership and stakeholders.

What We're Looking For: • Active Secret Clearance a must have. • Experience supporting banking, financial services, financial regulatory organizations, or compliance-driven environments. • Hands-on experience with Salesforce, including workflow management, reporting, dashboards, case management, or business process support. • Bachelor’s degree in information technology, Business Administration, Finance, Information Systems, Organizational Development, or a related field. Equivalent experience may be considered. • 5+ years of experience as a Business Analyst, Functional Analyst, Business Systems Analyst, Operations Analyst, or related role. • Experience leading quality assurance activities within a service desk, contact center, or customer support environment. • Demonstrated experience conducting root cause analysis and implementing corrective actions to resolve recurring operational issues. • Experience designing, documenting, and improving business and operational workflows. • Demonstrated experience gathering and documenting business and functional requirements. • Experience developing and maintaining knowledge management programs, SOPs, workflows, and operational documentation. • Experience designing and delivering training programs for technical and non-technical audiences. • Strong understanding of IT Service Management (ITSM) principles and best practices. • Strong analytical, organizational, and problem-solving skills. • Excellent written, verbal, presentation, and stakeholder management skills. • Ability to collaborate effectively across technical, operational, and business teams. Preferred Qualifications • Previous experience supporting the Financial Crimes Enforcement Network (FinCEN). • Experience supporting Anti-Money Laundering (AML), Bank Secrecy Act (BSA), fraud detection, financial investigations, or related financial regulatory programs. • ITIL Foundation certification. • Experience supporting federal government contracts. • Experience creating operational dashboards, performance reporting, and service improvement plans. • Experience with workforce coaching, performance management, and continuous improvement initiatives. Why Join RCG? • Certified™ Great Place to Work® • Competitive compensation and benefits package • Career growth and professional development opportunities • Collaborative and supportive team environment • Opportunity to support a critical federal mission and make a meaningful impact. Equal Oppo

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Short Term & Long Term Disability • Training & Development • Wellness Resources

Senior Business Analyst (Techno-Functional) Location: Tysons, VA (On-Site 5 Days per Week) Clearance Requirement: Active Secret Clearance Required US Citizenship required by the client Salary Range: $125,000 - $140,000 IMPORTANT REQUIREMENTS Active Secret Clearance, banking/financial services experience, and Salesforce experience are required. FinCEN experience is highly preferred. Candidates without an active Secret Clearance will not be considered. Who We Are At RCG, Inc., we're more than just a federal contracting company—we're a team of innovators, problem-solvers, and collaborators dedicated to delivering exceptional technology solutions that support critical government missions. We're proud to have been Certified™ as a Great Place to Work® for four consecutive years, a recognition that reflects our commitment to fostering a culture of trust, collaboration, inclusion, and professional growth. We believe our people are our greatest strength, and we're committed to creating an environment where employees can build rewarding careers while making a meaningful impact. The Opportunity RCG is seeking a Senior Business Analyst (Techno-Functional) to support a federal financial regulatory agency in Tysons, VA. This role serves as a strategic liaison between business operations and technology teams, driving service excellence through business process analysis, workflow optimization, quality assurance, workforce training, knowledge management, and continuous improvement initiatives. The ideal candidate will possess a strong blend of business analysis, operational excellence, and technical acumen, with the ability to evaluate existing processes, identify improvement opportunities, analyze operational data, and implement solutions that enhance service delivery and organizational performance. What You'll Do • Analyze business operations, workflows, and service delivery processes to identify opportunities for improvement and increased efficiency. • Lead quality assurance activities across service desk and customer support operations. • Conduct root cause analysis on recurring operational issues and develop corrective action plans. • Gather, document, and validate business, functional, and operational requirements. • Design, document, and optimize workflows, business processes, and standard operating procedures (SOPs). • Analyze operational and service desk data to identify trends, risks, and opportunities for improvement. • Develop dashboards, reports, scorecards, and metrics to support data-driven decision making. • Serve as a liaison between business stakeholders, operations teams, and technical teams. • Develop and maintain knowledge management processes and operational documentation. • Design, develop, and deliver training programs for new hires and existing staff. • Evaluate training effectiveness and recommend enhancements to improve employee performance and customer satisfaction. • Support continuous service improvement initiatives aligned with IT Service Management (ITSM) best practices. • Utilize Salesforce and other service management platforms to support reporting, workflow management, process improvement, and operational analysis. • Present findings, recommendations, and performance metrics to leadership and stakeholders. What We're Looking For: • Active Secret Clearance a must have. • Experience supporting banking, financial services, financial regulatory organizations, or compliance-driven environments. • Hands-on experience with Salesforce, including workflow management, reporting, dashboards, case management, or business process support. • Bachelor’s degree in information technology, Business Administration, Finance, Information Systems, Organizational Development, or a related field. Equivalent experience may be considered. • 5+ years of experience as a Business Analyst, Functional Analyst, Business Systems Analyst, Operations Analyst, or related role. • Experience leading quality assurance activities within a service desk, contact center, or customer support environment. • Demonstrated experience conducting root cause analysis and implementing corrective actions to resolve recurring operational issues. • Experience designing, documenting, and improving business and operational workflows. • Demonstrated experience gathering and documenting business and functional requirements. • Experience developing and maintaining knowledge management programs, SOPs, workflows, and operational documentation. • Experience designing and delivering training programs for technical and non-technical audiences. • Strong understanding of IT Service Management (ITSM) principles and best practices. • Strong analytical, organizational, and problem-solving skills. • Excellent written, verbal, presentation, and stakeholder management skills. • Ability to collaborate effectively across technical, operational, and business teams. Preferred Qualifications • Previous experience supporting the Financial Crimes Enforcement Network (FinCEN). • Experience supporting Anti-Money Laundering (AML), Bank Secrecy Act (BSA), fraud detection, financial investigations, or related financial regulatory programs. • ITIL Foundation certification. • Experience supporting federal government contracts. • Experience creating operational dashboards, performance reporting, and service improvement plans. • Experience with workforce coaching, performance management, and continuous improvement initiatives. Why Join RCG? • Certified™ Great Place to Work® • Competitive compensation and benefits package • Career growth and professional development opportunities • Collaborative and supportive team environment • Opportunity to support a critical federal mission and make a meaningful impact. Equal Opportunity Employer RCG, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientatio