Program Analyst

Milestone is looking for a Program Analyst in India to support our client, by delivering critical program-level reports on a daily, weekly, and monthly basis. The Program Analyst will be responsible for tracking program progress, analyzing performance data, and providing insights across multiple cross functional services, that assist management in decision-making. Utilizing tools such as ServiceNow, Zoom, and Google Docs, the ideal candidate will ensure accurate, timely, and actionable reporting for both internal teams and the client.

Key Responsibilities:

Develop and distribute daily, weekly, and monthly program reports, providing updates on project status, resource utilization, and performance metrics.

Track the progress of key initiatives and program milestones, ensuring alignment with Critical Service Level and KPIs, timelines and goals.

Analyze data from ServiceNow and other tools to make sure the team is meeting/exceeding SLA & KPIs, Identify areas for improvement, risks, and opportunities.

Collaborate with internal teams and client stakeholders to gather information for custom reporting needs.

Prepare and present program updates in management and client meetings using Zoom and Google Docs.

Maintain an organized documentation system of all reports, meeting minutes, and action items.

Assist in the automation of reporting processes to improve efficiency and accuracy of data collection and distribution.

Conduct ad-hoc analysis and support program reviews to provide insights on program performance and recommendations for optimization.

Sound experience in understanding the complex scheduled and on-demand reports for cross-functional services.

Qualifications:

Bachelor s degree in business administration, Program Management, Data Analysis, or a related field.

Preferably 5-8 years of experience as a Program Analyst, Business Analyst or in a similar role.

Strong proficiency in ServiceNow for tracking and reporting program metrics.

Skilled in Google Docs for document management and reporting and Zoom for virtual communication.

Understanding of business priority, urgency, and their impacts on operations.

Excellent organizational skills with the ability to manage multiple reporting schedules.

Analytical mindset with strong problem-solving skills and attention to detail.

Ability to work effectively in a fast-paced, dynamic environment, meeting strict deadlines.

Familiarity with IT service management (ITSM) frameworks is a plus.

Must be fluent in English.