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About the Role
The Business Analyst provides functional and analytical support for requirements validation, system design, financial activities, and program reporting. This role develops and updates project deliverables and system documentation, supports online and batch functionality, creates database queries and reports, and helps oversee a newly implemented payment plan program.
Responsibilities
- Gather, analyze, document, and validate business and functional requirements.
- Translate business needs into system specifications, business rules, process flows, and system documentation.
- Support system analysis, design discussions, interfaces, database queries, reports, and project deliverables.
- Create and execute test cases and scenarios, document results, and assist with system issue resolution.
- Monitor and report on payment plan performance, operational volumes, customer behavior, quality, and efficiency.
- Review payment, reversal, and posting activity to help ensure accurate processing.
- Track Call Center, WIC, Service Request (SR), and correspondence volumes.
- Coordinate staffing needs with management and escalate operational or program issues as needed.
- Coach team members to support customer service excellence and assist with training when requested.
- Support program activities, temporary fixes, process improvements, and updates to standard operating procedures (SOPs).
Requirements
- Have 5+ years of experience working in customer service contact centers.
- Have 2+ years of experience working as a business analyst or systems analyst.
- Ability to develop and execute system test scripts and document test results.
- Experience developing use cases and designing screens.
- Experience creating logical process flows diagrams.
- Ability to perform and present root cause and downstream effects analysis.
- Knowledge of project life cycle.
- Able to complete research and report on findings.
- Skill and confidence in leading design discussions with users.
- Clear communication, particularly written communication.
- Ability to communicate between users and technical team members.
- Proficiency with MS 365 (Outlook, Teams, Word, Excel, PowerPoint).
Skills
- Business Analysis
- Program Reporting
- Operations Analytics
- Customer Service Operations
- Payment Plan Administration
- Data Analysis
Location
- Remote
- Onsite
Work Type
- Hybrid
Experience Level
- 5+ years of experience working in customer service contact centers
- 2+ years of experience working as a business analyst or systems analyst
Salary/Compensations
- $59,675-$77,500
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- Health insurance coverage
- Voluntary dental and vision programs
- Life and disability insurance
- A retirement savings plan
- Paid holidays
- Paid time off (PTO) or vacation and/or sick time
About the Company
- Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
- At Conduent, we want you to be yourself.
- We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
- At Conduent, we are one team, one mission.
- We understand that our success is directly related to the success of our associates.
- When you join Conduent, you are engaged in creating the future - both our company’s and your own.
- With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
Equal Opportunity
- Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.