Business Process Analyst I at Serco in Herndon, VA
Position Description If you're looking for an exciting and challenging Entry-Level Business Process Analyst Position supporting the Centers for Medicare and Medicaid (CMS) contract, then Serco has a great opportunity for you. Serco supports the Centers for Medicare & Medicaid Services, a federal agency within the United States Department of Health and Human Services that administers the Medicare program and works in partnership with state governments to continue supporting eligibility determinations for consumers purchasing health insurance through the Federal Health Insurance Exchanges. The Business Process Analyst I will support the Consumer Communications product line by providing analysis and workflows of existing business processes with the objective of identifying areas for operational improvement and making suggestions for streamlining processes to enable call center staff to efficiently verify and adjudicate consumer attestations related to Health Insurance Marketplace applications. CMS Offices:
Herndon, VA Lawton, OK London, KY Roger, AR In this role, you will:
Research suspected system defects within an area of responsibility, initiate research, follow up on outcomes, and communicate outcomes to PLM for review and dissemination to key stakeholders Provide input to process design improvements for area of responsibility Implement guidance changes that result from Special Projects, Corrective Action Plans or Priority Issue Escalations Create and maintain process map for area of responsibility; update JIRA Tickets and coordinate among other subject matter experts (SME) to ensure changes don't have negative impacts to other processes Assist PLM and operations stakeholders to ensure process compliance, and to collaborate on process improvements Identify opportunities for new and reinforcement training in area of responsibility based on feedback from operations and from quality performance reports; suggest training needs to PLM Review new training content and provide input for possible improvements Research CMS information requests about processes or system issues for area of responsibility and draft summary of research outcomes Respond to and manage all process guidance escalations for area of responsibility Write business requirements based on business rules and review related functional requirements development against business requirements Write business use cases for User Acceptance Testing (UAT), create UAT data and facilitate UAT. Ensure process compliance and review ESW feedback during (UAT) Update and maintain Standard Operating Procedures (SOP) to support product line Research, and draft summaries from research, to support internal and external audits Other duties as assigned Qualifications To be successful in this role, you will have:
Bachelor's degree and 2-4 years of progressive work experience 6-8 years of relevant work experience will be considered in lieu of education Strong interpersonal and communication skills - oral and written Ability to write and speak to many diverse and distinct audiences Ability to work with remote peers/management Strong research, analytical, and problem-solving skills Customer service experience Additional desired experience and skills:
Understanding of software development life cycle Experience in organizational change management and/or organizational development skills Defining business requirements and writing experience JIRA, SharePoint, Microsoft Suite, and Visio software knowledge Previous Contact Center knowledge is favorable but not required PMP Certification Six Sigma
Salary Range:
$80K -- $100K
Minimum Qualification
Business AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
Herndon, VA Lawton, OK London, KY Roger, AR In this role, you will:
Research suspected system defects within an area of responsibility, initiate research, follow up on outcomes, and communicate outcomes to PLM for review and dissemination to key stakeholders Provide input to process design improvements for area of responsibility Implement guidance changes that result from Special Projects, Corrective Action Plans or Priority Issue Escalations Create and maintain process map for area of responsibility; update JIRA Tickets and coordinate among other subject matter experts (SME) to ensure changes don't have negative impacts to other processes Assist PLM and operations stakeholders to ensure process compliance, and to collaborate on process improvements Identify opportunities for new and reinforcement training in area of responsibility based on feedback from operations and from quality performance reports; suggest training needs to PLM Review new training content and provide input for possible improvements Research CMS information requests about processes or system issues for area of responsibility and draft summary of research outcomes Respond to and manage all process guidance escalations for area of responsibility Write business requirements based on business rules and review related functional requirements development against business requirements Write business use cases for User Acceptance Testing (UAT), create UAT data and facilitate UAT. Ensure process compliance and review ESW feedback during (UAT) Update and maintain Standard Operating Procedures (SOP) to support product line Research, and draft summaries from research, to support internal and external audits Other duties as assigned Qualifications To be successful in this role, you will have:
Bachelor's degree and 2-4 years of progressive work experience 6-8 years of relevant work experience will be considered in lieu of education Strong interpersonal and communication skills - oral and written Ability to write and speak to many diverse and distinct audiences Ability to work with remote peers/management Strong research, analytical, and problem-solving skills Customer service experience Additional desired experience and skills:
Understanding of software development life cycle Experience in organizational change management and/or organizational development skills Defining business requirements and writing experience JIRA, SharePoint, Microsoft Suite, and Visio software knowledge Previous Contact Center knowledge is favorable but not required PMP Certification Six Sigma
Salary Range:
$80K -- $100K
Minimum Qualification
Business AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
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