Technical Program Manager

TECHNICAL PROGRAM MANAGER

The Technical Program Manager is an individual contributor responsible for implementing portfolio management processes, configuring work management systems, and delivering data analytics that enable portfolio visibility and decision-making. Reporting to a Process or Software Director, this role translates strategic portfolio objectives into operational reality through hands-on process design, workflow engineering, and metrics development.

• Design and implement standardized intake workflows, prioritization frameworks, and governance processes
• Create comprehensive documentation including RACI matrices, SOPs, workflow diagrams, and training materials
• Establish quarterly planning mechanics including PI Planning ceremonies, capacity sessions, and retrospectives
• Drive process adoption through change management, training delivery, and creation of self-service knowledge bases
• Conduct process audits, implement corrective actions, and maintain process versioning
• Partner with Agile coaches to integrate portfolio processes with team-level ceremonies

• Configure organizational structures, boards, queries, dashboards, and work item hierarchies
• Implement automation rules, pipeline integrations, and custom process templates
• Create stakeholder-specific dashboards and queries using native widgets and Power BI integration

User Support & Training:

• Provide Tier 2/3 technical support for complex tool platform issues(Azure Devops, Jira, PowerBI, etc)
• Develop and deliver training programs from basic orientation to advanced configuration
• Create comprehensive documentation including guides, FAQs, and video tutorials
• Establish office hours and mentor Portfolio Analysts on platform capabilities

• Architect dashboard suites for executives, program managers, and delivery teams
• Implement portfolio health dashboards tracking initiatives, milestones, risks, and budget
• Deploy DORA metrics (deployment frequency, lead time, MTTR, change failure rate)
• Establish flow metrics (cycle time, throughput, WIP, flow efficiency)
• Generate budget tracking reports with variance analysis and burn-rate projections
• Create executive presentations distilling complex data into clear narratives
• Implement data validation rules, quality scoring, and data dictionaries
• Develop predictive models for project completion forecasting

• Coordinate logistics for quarterly planning events
• Document governance meetings and track action items
• Maintain master schedules and identify scheduling conflicts
• Support vendor management and change management communications
• Lead PI Planning, sprint ceremonies, and continuous improvement initiatives for the Biller Portfolio
• Guide software initiatives from concept to launch ensuring alignment with strategic objectives and business outcomes
• Oversee SDLC execution from requirements through development, testing, release, and post-launch optimization

• Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or related field
• Equivalent experience (5+ years) may substitute for degree

• 2-5 years in program management, portfolio operations, or PMO functions
• Hands-on experience administering Azure DevOps, Jira, or Smartsheet
• Experience configuring workflows, dashboards, and reports in work management systems
• Experience with Power BI, Tableau, or similar BI tools
• Experience supporting agile teams (Scrum, Kanban, SAFe)
• Experience implementing or improving portfolio management processes

Workflow Tool Administration:

• Strong proficiency in Azure DevOps (boards, queries, dashboards, process templates)
• Strong proficiency in Jira (workflow designer, schemes, JQL, automation, Portfolio)
• Working knowledge of Smartsheet and API/webhook concepts

Data & Analytics:

• Advanced Excel (pivot tables, VLOOKUP, Power Query, macros)
• Proficiency with Power BI (data modeling, DAX, visualization)
• Strong SQL skills for querying databases
• Understanding of data quality and validation principles
• Use of AI for analytics, analysis and content preparation

Methodologies:

• Portfolio management (balancing, prioritization, capacity management, governance)
• Agile methodologies (Scrum, Kanban, SAFe)
• ITIL/ITSM frameworks
• PMI/PMBOK principles
• DevOps practices 
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Metrics:

• Flow metrics (cycle time, lead time, throughput, WIP)
• DORA metrics and engineering productivity measurement
• Capacity planning and resource loading
• Financial metrics (NPV, ROI, burn rate, variance analysis)

• Strong analytical and problem-solving abilities
• Excellent written and verbal communication
• Ability to adapt communication style to different audiences
• Facilitation skills for working sessions
• Attention to detail in configuration and documentation
• Customer-service orientation
• Works independently with minimal supervision

• Advanced degree (MBA, MS in related field)
• 3-5+ years of portfolio management operations experience
• PMP, CAPM, or agile certifications (CSM, SAFe, PMI-ACP)
• Atlassian or Microsoft platform certifications
• Power BI or data analytics certifications
• ITIL Foundation or Lean Six Sigma certifications
• Experience in payments, financial services, or regulated industries
• Programming/scripting knowledge (Python, PowerShell, Groovy)
• Intermediate SQL skills
• Experience implementing DORA or flow metrics programs
• Experience with enterprise portfolio management tools (Planview, ServiceNow PPM)

• Process design and implementation
• Systems configuration and administration
• Data analysis and visualization
• Portfolio and agile methodologies

• Communication excellence
• Stakeholder collaboration
• Problem-solving and critical thinking
• Continuous improvement mindset
• Accountability and ownership
• Adaptability and resilience

• Hybrid work model (2-3 days in-office per week)
• Candidates based in Omaha, NE or Norcross, GA strongly preferred
• Standard office environment with ergonomic workstation
• 80% computer work, 15% meetings, 5% learning/development
• Minimal travel (5-10% annually)
• Prolonged computer use with repetitive keyboard/mouse work

ACI Worldwide is an Equal Opportunity Employer. All qualified applicants receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

Compliance & Ethics: Adherence to ACI's Code of Business Conduct and Ethics required. Complete annual compliance training.

Security & Data Protection: This position involves access to sensitive information. Comply with ACI's security policies and data protection regulations (GDPR, CCPA).

Work Authorization: Must be legally authorized to work in US/Canada. ACI does not sponsor visas for this position.

Background Screening: Successful completion of background checks required.

Accessibility: ACI provides reasonable accommodations for qualified individuals with disabilities. Contact HR for assistance.

Position Description: This describes the general nature of work performed. Responsibilities may change based on business needs.