Sr. Analyst, Service

Process Analysis & Transformation

• Conduct end-to-end process reviews across front-office, middle-office, and back-office operations to identify inefficiencies, bottlenecks, and improvement opportunities.
• Perform root cause analyses to determine underlying operational issues and identify sustainable solutions.
• Design future-state business processes aligned with enterprise service strategies, customer experience goals, and operational objectives.
• Develop process maps, workflows, business requirements, and supporting documentation to drive transformation initiatives.
• Evaluate and recommend opportunities to simplify, standardize, and optimize operational processes.

Business & Technology Partnership

• Partner with EBTS, Operations, and business stakeholders to translate business needs into effective process and technology solutions.
• Support requirements gathering, solution design, and implementation planning.
• Ensure business processes and system capabilities are aligned to operational objectives and customer expectations.
• Collaborate with cross-functional teams to deliver enterprise transformation initiatives successfully.

Operational Readiness & Implementation

• Lead and support operational readiness activities for new systems, processes, and business initiatives.
• Coordinate business implementation activities, including cutover planning, staffing readiness, workflow transitions, and go-live preparation.
• Support User Acceptance Testing (UAT), pilot programs, and post-implementation validation activities.
• Assess organizational readiness and identify risks that may impact successful implementation.
• Facilitate go-live assessments and readiness reviews to ensure operational preparedness.

Automation & Continuous Improvement

• Identify opportunities for automation, digitization, and workflow optimization.
• Evaluate emerging technologies and operational solutions that improve efficiency and service delivery.
• Support process improvement initiatives focused on reducing manual effort, increasing productivity, and enhancing quality.
• Drive a culture of continuous improvement across operational teams.

Stabilization & Adoption Support

• Provide support to frontline operational teams during implementation and early adoption periods.
• Monitor post-implementation performance and identify stabilization issues requiring corrective action.
• Partner with business leaders to ensure successful adoption of new processes and technologies.
• Track implementation outcomes and make recommendations for further optimization.

Governance & Performance Management

• Monitor operational performance and implementation metrics to measure effectiveness of process changes.
• Identify and manage operational risks associated with process and technology changes.
• Capture lessons learned, best practices, and implementation insights for future initiatives.
• Maintain documentation, process standards, and governance requirements related to transformation activities.

education & Experience

Required:

• High School Diploma or GED.
• Minimum of 7 years of experience in operations analysis, process improvement, business transformation, operational excellence, or related fields.

Preferred:

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, Industrial Engineering, or a related field.
• Healthcare payer, health insurance, or managed care operations experience.
• Experience supporting large-scale operational and technology transformation initiatives.

Skills & CompetenciesProcess Improvement & Transformation

• Strong expertise in business process analysis, redesign, and optimization.
• Experience applying continuous improvement methodologies and operational excellence principles.
• Ability to create future-state process designs and implementation roadmaps.

Analytical Thinking

• Strong analytical and problem-solving skills.
• Ability to conduct root cause analyses and develop data-driven recommendations.
• Experience utilizing operational data and metrics to support business decisions.

Systems Thinking

• Ability to understand complex business processes and their interdependencies across multiple functions.
• Strong understanding of how people, processes, technology, and data interact within an operational environment.

Communication & Collaboration

• Excellent verbal, written, and presentation skills.
• Ability to facilitate discussions and effectively communicate with stakeholders at all organizational levels.
• Strong partnership and relationship-building skills.

Operational Readiness & Change Support

• Experience supporting operational readiness, implementation planning, and organizational adoption activities.
• Ability to coordinate multiple stakeholders, priorities, and timelines during transformation initiatives.

Project Management

• Strong organizational and time-management skills.
• Ability to manage multiple projects and competing priorities simultaneously.
• Experience in implementation planning, cutover activities, and post-production stabilization.