MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Contact Center Modernization – Program Operations Analyst
Pay Rate: $105,000 - $120,000 with full benefits
A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.
Role Overview
The Program Operations Analyst will provide day-to-day program operations support for a VA Contact Center Modernization engagement. This role focuses on maintaining the program’s project plan, tracking activities and deadlines, supporting governance documentation (notes, action items), and managing collaboration artifacts in Microsoft Teams/SharePoint.
Key Responsibilities
- Maintain and update the program project plan on a regular cadence (e.g., task updates, dependencies, milestones, baseline hygiene, publish-ready views).
- Support maintenance of the RAID (Risks, Assumptions, Issues, Dependencies) log by coordinating inputs and updates with workstream owners and project management leadership in line with the project plan.
- Track activities, deadlines, and milestones; proactively flag slippage, missing inputs, and upcoming due dates.
- Support action item tracking (capture, owners, due dates, follow-ups, closure confirmation).
- Capture and publish meeting notes/minutes with clear decisions, actions, and next steps.
- Draft and edit program communications as required (status asks, follow-ups, reminders) with strong business writing quality.
- Manage and organize the program’s Microsoft Teams site and associated SharePoint artifacts (folders, document hygiene, versioning conventions, templates as provided).
- Maintain program documentation and ensure key deliverables/artifacts are current, accessible, and consistently formatted.
Required Qualifications
- 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
- 1+ years of prior work experience in or with the Federal Government.
- 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
- Demonstrated experience with scheduling tools such as Microsoft Project or Excel tailored to project plan maintenance as well as Microsoft Teams/SharePoint.
- Excellent communication, task tracking, business writing, and meeting minute skills, with a keen attention to detail.
- Ability to quickly adapt and excel in a fast-paced environment.
- Experience working with Microsoft Word, PowerPoint, and Outlook.
- Minimum of a Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field.
- Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.
Preferred Qualifications
- Experience supporting a program operations team or PMO.
- Experience supporting federal healthcare clients, particularly the VA or DoD.
- Experience with clinical contact center operations and healthcare workflows.
- Experience supporting large-scale organizational transformation initiatives.
Additional Information
- Number of Openings: One (Full-Time)
- Clearance Requirements: Position of Trust (or ability to obtain)
- Location: Remote
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
