Business Process Analyst, Reporting

Marsh McLennan Agency is a leading provider of business insurance and employee health solutions. They are seeking a Business Process Analyst, Reporting, who will manage reporting operations, support troubleshooting, and ensure quality assurance in reporting processes, while collaborating with various teams to enhance operational efficiency.

Responsibilities:

• Monitor reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue
• Participate in backlog refinement, sprint planning, acceptance testing and release preparation
• Manage in‑flight work for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams
• Coordinate across teams during sprints/releases to ensure deployment readiness and post‑release stabilization; maintain transparent communication to stakeholders
• Apply change‑management principles in all stakeholder interactions to foster adoption and cross‑departmental alignment
• Provide 1st level support to colleagues by gathering missing context, provide immediate user coaching when appropriate, and attempt simple, documented fixes or workarounds
• Perform 2nd-level troubleshooting: reproduce reported issues in non-production environments and inspect report logic and extracts to isolate the likely root cause for issues
• Assess data integrity and quality: reconcile source records against reporting outputs
• Differentiate training/user-error from technical defects: evaluate user steps, identify knowledge gaps, deliver concise coaching or quick guides when suitable, and escalate reproducible technical defects into bug tickets with step-by-step evidence
• Communicate frequently and transparently with stakeholders: provide timely incident status updates, expected next steps, estimated timelines, and closure confirmation; document incident resolution details
• Assist technical teams with incident resolution: including reproduction steps, sample records, screenshots, sample data results, expected vs actual outputs, and any supporting documentation
• Reproduce reported bugs, validate fixes, and close tickets when verification criteria are satisfied
• Test reported bugs, validate enhancements, and perform Quality Assurance testing on new or changed reports pre- and post-release to confirm accuracy
• Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic’s role in the broader reporting ecosystem, triage and prioritize ad‑hoc requests, and configure Epic reports to meet requirements
• Create and maintain clear, authoritative documentation, including quick-reference materials explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption
• Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency
• Participate in regional orientation and role-based training programs (workshops, demos, etc.)
• Apply process‑improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency
• Execute established controls, QA processes and KPIs to monitor end‑to‑end reporting performance and sustain improvements
• Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions
• Serve as a liaison between business users and technical teams (internal and COE); translate business needs into system requirements, validate technical solutions, and ensure implementation partners have needed context
• Recommend how system enhancements and new features can improve business outcomes; act as point of contact for escalated system issues and coordinate timely resolution
• Monitor incident trends and adoption metrics; capture recurring user pain points and perform root cause analysis to prioritize improvements
• Translate user feedback and observed trends into prioritized insights; collaborate with Data Insights & Reporting COE, product, and tech teams to implement fixes and document updates
• Participate in governance meetings to gather regional feedback, confirm stakeholder alignment, help prioritize change requests, and implement change management steps to ensure consistent workflows and reporting standards

Requirements:

• 3–5 years direct experience with Applied Epic data, workflows, and reporting
• Hands-on experience providing 1st/2nd-level support for enterprise reporting, analytics operations, or systems that produce business reports
• Practical understanding of data quality concepts (completeness, accuracy, timeliness) and basic data governance/privacy controls
• Able to explain technical requirements to non‑technical users and assess system impacts when designing process changes
• Strong customer-service mindset: timely communication, empathy, and clear expectations
• Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability)
• Familiar with change‑management principles to drive adoption and manage people/process/technology impacts