Infrastructure Analyst

Job Description Summary:

Role Summary

The Infrastructure Analyst Process Automation & Decision Support supports the process excellence portfolio governance information management and decision-support function within Infrastructure Operations & Architecture (IO&A). Reporting to the Sr. Manager Process Automation & Decision Support this role collects organizes validates and analyzes operational and portfolio data so IO&A leadership can identify patterns evaluate improvement opportunities and manage work with greater clarity and accountability.
This role is responsible for much of the hands-on data collection data preparation reporting support process mapping backlog review and analysis that enables the Sr. Manager to maintain the IO&A operating ledger actively manage the Asana system-of-record portfolio and produce decision-ready insight for leadership. The Analyst helps ensure operational work improvement opportunities assignments risks dependencies and follow-up items are visible current and supported by reliable data.

The Analyst works with ServiceNow incident request change and problem data; Asana portfolio and backlog information; managed services performance data; and related operational artifacts to identify recurring demand patterns bottlenecks rework aging work handoff friction automation candidates tooling gaps and opportunities to simplify service delivery. The role uses analytical discipline curiosity and AI-augmented productivity tools to accelerate discovery test hypotheses summarize findings and suggest areas for deeper investigation under the direction of the Sr. Manager.

Job Description:

Provide the practical analytical reporting data-quality and process-mapping capability required for IO&A to understand operational performance maintain portfolio visibility identify improvement opportunities and support automation AI and tooling enhancements that improve service delivery and management confidence.

Enable IO&A to make better decisions and improve how work flows by collecting reliable data identifying meaningful patterns preparing actionable insights maintaining quality in systems of record and continuously learning how technology operations service management process improvement automation and AI can be applied to improve outcomes.

Collect and prepare data from ServiceNow Asana dashboards reports meeting outputs action logs and other approved IO&A information sources.

Validate data completeness consistency assumptions and source lineage before using information for analysis dashboards or leadership reporting.

Identify data-quality issues inconsistent categorization missing ownership stale status updates duplicate records aging work and other conditions that reduce confidence in system-of-record reporting.

Analyze ServiceNow incident request change and problem data to identify trends recurring demand drivers bottlenecks aging work handoff delays reopen/rework patterns SLA/KPI concerns change outcomes and service-tower performance issues.

Prepare recurring operational analyses trend summaries root-cause themes backlog views and data-driven observations for review by the IO&A leadership team.

Connect operational data to practical improvement opportunities such as process changes knowledge articles runbook improvements automation candidates workflow enhancements or clearer ownership rules.

Support the Sr. Manager in maintaining the IO&A Asana portfolio by reviewing active work backlog items milestones owners dependencies risks due dates and status quality.

Help monitor adherence to portfolio data standards intake expectations status-reporting norms taxonomy ownership rules and archival practices.

Prepare portfolio views that help leadership understand backlog trends aging items priority conflicts capacity signals delivery risks and enterprise-impacting dependencies.

Maintain and reconcile action logs decision logs assignment registers follow-up items risk/dependency trackers and related operating artifacts under the direction of the Sr. Manager.

Ensure assignments have clear owners due dates status next steps and escalation points where appropriate.

Identify stale unclear or unowned items and elevate them for clarification so leadership cadences remain actionable and outcome-oriented.

Use trend analysis process mapping value-stream thinking and service-management practices to identify waste friction redundant steps manual handoffs unnecessary rework and opportunities to simplify service delivery.

Document improvement opportunities with problem statements supporting data impacted processes expected benefits assumptions candidate owners and recommended next steps.

Help maintain the continuous improvement backlog by preparing candidate items for prioritization measurement and review by the Sr. Manager and relevant service owners.

Use approved AI Copilot analytics reporting and automation tools to accelerate data exploration summarize patterns draft analysis narratives generate hypotheses and identify potential areas for deeper investigation.

Suggest practical AI workflow reporting dashboard or automation opportunities that could reduce manual effort improve consistency speed up analysis or simplify IO&A service delivery.

Apply sound judgment data validation and human review when using AI-generated outputs; ensure recommendations are grounded in source data operational context and approved standards.

Build and maintain recurring reports dashboards scorecards data extracts summaries and visuals that support operational performance review portfolio governance managed services oversight and continuous improvement prioritization.

Translate detailed data into clear findings concise narratives issue summaries and recommended areas of focus for the Sr. Manager and IO&A leadership.

Support preparation of leadership-ready materials for operating reviews monthly service reviews QBR inputs KPI discussions backlog reviews and improvement planning sessions.

Collect and analyze managed services performance data related to SLA/KPI compliance backlog aging ticket quality runbook adherence automation impact escalation quality change success and continuous improvement commitments.

Assist with partner scorecards improvement-action registers QBR inputs and trend narratives that help Technology Operations and the Sr. Manager evaluate partner performance and improvement opportunities.

Identify recurring partner-performance themes or data inconsistencies that should be reviewed by the Sr. Manager Technology Operations or service owners.

Develop practical working knowledge of IO&A services infrastructure domains managed services operations ITSM practices portfolio management process improvement automation AI and reporting tools.

Approach analysis with curiosity asking how processes work why demand occurs where friction exists and what data is needed to make better decisions.

Continuously improve analytical methods documentation practices data-quality checks and communication techniques so the teams insight generation becomes more repeatable accurate and useful over time.

Lead with curiosity. Seek to understand how processes systems teams and work handoffs actually operate before drawing conclusions or recommending changes.

Protect data credibility. Validate source data assumptions definitions and lineage so reports and recommendations can be trusted by leadership and operating teams.

Turn analysis into action. Do more than produce reports; identify what the data suggests what questions should be asked next and where improvement opportunities may exist.

Use AI thoughtfully. Use AI to accelerate analysis and learning while applying human judgment source-data validation and operational context before presenting findings.

Operate with disciplined follow-through. Keep action items assigned work backlog updates and improvement candidates current so operating cadences produce outcomes rather than only discussion.

Communicate clearly and simply. Translate complex operational and portfolio data into concise observations visuals and recommendations that non-analyst stakeholders can understand and act on.

Stay growth-oriented. Demonstrate hunger to learn expand technical and process knowledge accept feedback and build deeper capability across service management automation analytics and IO&A operations.

Validated data extracts source-data notes and data-quality observations from ServiceNow Asana and other approved IO&A systems of record.

Recurring ServiceNow analysis covering incidents requests changes problems SLA/KPI trends backlog aging reopen/rework change outcomes service-tower performance and operational pattern identification.

Asana portfolio hygiene reviews covering active work backlog items ownership due dates milestones dependencies stale status taxonomy consistency and reporting readiness.

Operational trend summaries root-cause themes process-friction observations automation candidate lists and improvement opportunity briefs for Sr. Manager review.

Dashboards reports scorecards visuals and leadership-ready summaries supporting IO&A governance operating reviews managed services oversight and continuous improvement prioritization.

Updated action logs decision logs assignment registers improvement backlogs risk/dependency trackers and other operating artifacts maintained under Sr. Manager direction.

Managed Services Partner performance analysis inputs including SLA/KPI data backlog trends ticket quality observations automation impact runbook adherence and improvement-action tracking.

AI-assisted analysis outputs hypotheses draft narratives and automation/tooling suggestions that are reviewed validated and refined before use in leadership-facing materials.

5 years of experience in a technology environment supporting operations service management reporting process improvement analytics project coordination portfolio support or operational governance.

Working knowledge of IT operations infrastructure services ITSM practices incident/request/change/problem processes SLA/KPI concepts ticket queues operational dashboards and service reporting.

Experience collecting preparing validating analyzing and presenting operational data from systems such as ServiceNow Asana Excel Power BI Power Platform Microsoft 365 or similar reporting and work-management platforms.

Demonstrated ability to identify patterns ask thoughtful questions summarize findings and translate data observations into practical recommendations or areas for deeper investigation.

Strong attention to detail and commitment to data quality including the ability to identify missing information stale records unclear ownership inconsistent categories and unreliable assumptions.

Experience supporting process improvement workflow analysis documentation backlog review dashboard/report generation action tracking or portfolio governance activities.

Ability to communicate clearly in writing and verbally including concise summaries visuals issue statements trend narratives and recommendation-oriented analysis.

High curiosity learning agility and interest in understanding how technology operations processes tools data automation and AI can improve service delivery outcomes.

Experience with ServiceNow reporting dashboards Performance Analytics ITSM data quality catalog/workflow analysis CMDB-adjacent operating data or ticket trend analysis.

Experience with Asana portfolio management tools task/work tracking standards backlog hygiene dependency tracking or project reporting.

Familiarity with Lean Six Sigma value-stream mapping process mapping process mining ITIL Foundation continual improvement problem management or operational excellence methods.

Experience using Microsoft Copilot Power BI Power Automate Power Apps Excel/Power Query SharePoint Teams or other approved AI and automation tools to support analysis reporting and workflow improvement.

Experience supporting managed services partner governance vendor performance reporting SLA/KPI scorecards QBR preparation or service improvement action tracking.

Exposure to infrastructure domains such as network systems/server storage/backup monitoring/event management identity and access management cybersecurity operations cloud operations or enterprise IT service delivery.

Ability to build simple repeatable analytical models dashboards templates process maps and reporting routines that improve consistency and reduce manual effort.

Experience operating in environments requiring strong documentation auditability change discipline data-quality standards and clear decision/action tracking.

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This position is an exempt position. The annualized base pay range for this role is expected to be between $70000-$90000 base salary compensation range. Actual base pay may vary based on factors including but not limited to experience subject matter expertise geographic location where work will be performed and the applicants skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package including but not limited to medical dental vision life insurance and 401(k). Please note that the job title is subject to change based on the selected candidates experience and education.

Focus is a leading financial services firm comprised of integrated wealth management family office and business management services. Blending deep expertise and expansive resources with a boutique client-first fiduciary philosophy Focus helps individuals families and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus visit or follow the company onLinkedIn.

EEO Statement: Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates race color religion sex (including pregnancy) gender identity sexual orientation national origin age disability genetic information veteran status or any other characteristic protected by local state and/or federal law.

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