Business Process Analyst - Remote

Optum Serve partners with federal agencies to improve health outcomes nationwide through innovative, data-driven healthcare solutions. The Business Process Analyst supports the Training & Development team by documenting processes, analyzing performance data, identifying improvement opportunities, and developing actionable insights. The role collaborates with Training, Operations, Quality, and Leadership teams to optimize processes, reporting, knowledge management, and business performance.

Responsibilities:

• Analyze, document, and improve end-to-end training and operational processes using Business Process Management (BPM), Lean Six Sigma, and Agile methodologies
• Conduct root cause analyses to identify process gaps, inefficiencies, and opportunities for improvement
• Gather business requirements and collaborate with stakeholders to develop effective solutions
• Analyze operational and performance data to identify trends and measure training effectiveness
• Develop and maintain dashboards, reports, and metrics for leadership reviews and business performance discussions
• Support Contact Center operations through process optimization and continuous improvement initiatives
• Create and maintain SOPs, process maps, workflow documentation, knowledge articles, and related resources
• Partner cross-functionally with Training, Operations, Quality, and Leadership teams to ensure alignment on business objectives
• Utilize tools such as ServiceNow and Knowledge Center platforms to support knowledge management and process efficiency
• Monitor process performance and recommend enhancements that improve learner outcomes, productivity, quality, and customer experience

Requirements:

• • 2+ years of experience in Business Analysis, Process Improvement, Operations, Training Operations, or a related analyst role
• • Experience documenting business processes, workflows, and process maps
• • Proven experience analyzing data and presenting findings to various audiences
• • Advanced proficiency in Microsoft Office Suite, including:

• Excel
• PowerPoint
• Word
• Visio

• • Proven solid requirements gathering and stakeholder engagement skills
• • Proven solid organizational skills with the ability to manage multiple priorities and deadlines
• • Proven excellent written and verbal communication skills
• • PMP Certification
• • Lean Six Sigma certification or experience
• • Experience supporting Training & Development or Learning Operations functions
• • Contact Center or Call Center operations experience
• • Experience with Power BI, SmartSheet, or similar reporting tools
• • Oracle Learning Cloud or Learning Management System (LMS) reporting experience
• • Instructional Design and/or Training Delivery experience
• • Project leadership experience
• • Knowledge of ServiceNow Knowledge Management or Document Management Systems (DMS)