Business Process Analyst II

Serco Inc. is a leading provider of services to the U.S. military and federal agencies, and they are seeking a Business Process Analyst II. This role involves analyzing and documenting business processes, supporting system enhancements, and recommending process improvements to optimize operational performance.

Responsibilities:

• Provide reports, analysis, and other deliverables related to Contact Center operations to the Contact Customer Services Operations Manager
• Serve as a point of contact for Contact Center Supervisors, the Deputy Manager, and the Contact Customer Services Operations Manager, supporting operational initiatives and business process improvement efforts
• Support the facilitation and execution of special projects as identified by management and supervisory staff
• Conduct research and analysis using QuEST dashboards, CRM systems, operational reports, and other available data sources
• Analyze, document, review, and evaluate organizational business processes and user needs to identify opportunities for improvement
• Gather, assess, and formulate user feedback to align operational requirements with overall business objectives
• Document, and recommend new processes, workflows, and operational improvements while obtaining feedback from impacted stakeholders
• Support the development, enhancement, testing, and implementation of operational systems, including QuEST, CRM, and related applications
• Perform and document User Acceptance Testing (UAT), smoke testing, system validation activities, and post-deployment support for QuEST, CRM, and other operational systems
• Participate in the development, execution, and tracking of test cases for QuEST and other systems as required by the PBGC Business Process Group
• Review Service Requests and Tasks, identify trends, and provide recommendations for process improvements
• Support management and supervisory staff with research, reporting, data analysis, and operational improvement initiatives
• Assist with agent coaching and development efforts by identifying training opportunities and process gaps
• Demonstrate project leadership by managing multiple concurrent projects and assignments while ensuring timelines and deliverables are met
• Prepare workflow documentation, business requirements, reports, and recommendations for leadership review
• Collaborate effectively with internal stakeholders to support operational objectives and service excellence
• Perform a variety of complex tasks under general supervision while exercising sound judgment, creativity, and initiative

Requirements:

• High School Diploma or GED
• Ability to obtain and/or maintain a public trust clearance
• Two (2) years of experience as a Customer Service Representative, or at least one (1) year of demonstrated experience handling moderately complex inquiries or unusual issues requiring customized communication solutions and providing support to Level 1 and Level 2 staff
• Previous experience working on the PBGC contract
• Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote
• Strong work ethic and excellent attendance record
• Excellent multitasking and organizational skills
• Excellent verbal and written communication skills
• Ability to work flexible hours as needed to meet business objectives
• Ability to work well under pressure while maintaining professionalism at all times
• Ability to work effectively in a fast-paced environment
• Excellent attention to detail
• Ability to collaborate and communicate effectively with both internal and external colleagues