Document Management Business Analyst - US HYBRID

Document Management Business Analyst (BA)

DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates.

DXC's Insurance Software and BPS (ISB) help insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI-driven solutions.

A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets.

You'll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day.

We are hiring a Document Management Business Analyst (BA) who will play a critical role in supporting future Transformation & Transition (T&T) growth projects and ongoing BAU Document Management Savings and Efficiency initiatives.

This role focuses on supporting document management operations within Life Insurance and Annuities environments by ensuring the efficient movement of inbound and outbound mail, scanned images, and workflows between vendors, DXC systems, and internal business teams.

This position operates as a key middle layer between outsourced mail/document vendors and internal DXC operational business areas. While the actual insurance processing is handled by downstream operational teams, this role is responsible for helping ensure documents and images are received, routed, delivered, and managed accurately and efficiently across the workflow lifecycle.

Key responsibilities include:

• Vendor Coordination: Acting as the primary liaison between clients and outsourced inbound/outbound mail vendors to ensure smooth operations, document routing accuracy, image delivery, operational readiness, and compliance with service-level agreements.
• Client-Facing Role: Engaging directly with clients to gather requirements, support onboarding and transition activities, provide project updates, and resolve issues related to document management operations and workflows.
• Transformation & Transition (T&T) Support: Supporting onboarding and implementation activities for new insurance clients by helping establish mail operations, PO Box setups, document workflows, routing rules, vendor coordination, and image delivery processes within required project timelines.
• Managed Services & Workflow Coordination: Supporting operational setup activities related to inbound and outbound mail services, vendor-managed mail operations, workflow routing, image delivery, and coordination between vendors and internal DXC business areas.
• Process Improvement & BAU Optimization: Driving efficiency, automation, and cost-saving initiatives within document management workflows by identifying opportunities to streamline processes, reduce manual effort, improve turnaround times, and enhance operational performance.
• Workflow & Routing Management: Assisting with configuration and optimization of document and image routing workflows to ensure documents are delivered accurately and efficiently to the appropriate operational teams.
• Metrics & Reporting: Monitoring operational metrics and reporting related to document management processes, including turnaround times, workflow accuracy, SLA adherence, vendor performance, and process efficiency.
• Cross-Functional Collaboration: Working closely with various BPS business areas, vendors, clients, and operational teams to align document management strategies with broader organizational goals and ensure successful project execution.
• Stakeholder & Relationship Management: Acting as a bridge between clients, vendors, and internal teams while managing multiple priorities in a dynamic, project-based environment.
• Travel Requirements: Traveling within the U.S. to client sites and vendor locations as needed to support project implementation, onboarding activities, and relationship management. Approximately 10% travel may be required.

This role requires strong analytical skills, stakeholder management, project coordination abilities, and a process improvement mindset, along with the ability to manage multiple priorities in a fast-paced environment.

Essential Job Functions:

• Assist in managing business process improvement projects to enhance customer and client experience.
• Support onboarding and transition activities for new document management clients and workflows.
• Support operational setup activities related to vendor-managed inbound and outbound mail services.
• Support the identification of process optimization, automation, and cost-saving opportunities.
• Execute process enhancements and workflow improvements under the guidance of senior team members.
• Assist with project communication, operational reporting, and metrics tracking.
• Collaborate with cross-functional teams, vendors, and clients to ensure project success.
• Act as a liaison between internal teams, external vendors, clients, and stakeholders.
• Assist in resource allocation, project planning, workflow coordination, and transition management activities.
• Learn and apply process optimization methodologies effectively.
• Support workflow routing validation, image delivery processes, operational handoffs, and efficiency initiatives.

Mandatory Qualifications:

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 6+ years of relevant work experience in business process services, document management operations, project coordination, or workflow management environments, with at least 12 years in a similar Business Analyst or project-based operational/junior leadership capacity
• Experience within the Life Insurance and Annuities industry is required
• Experience supporting inbound and outbound mail operations, document management workflows, or image routing environments within insurance or financial services organizations
• Experience coordinating with outsourced vendors and managing operational relationships to support mail intake, document imaging, workflow routing, and service delivery processes
• Experience supporting client onboarding, transition, implementation, or Transformation & Transition (T&T) projects within a business process services environment
• Understanding document workflow lifecycles, including mail setup, image delivery, routing coordination, operational handoffs, and workflow optimization processes
• Experience driving operational efficiencies, automation initiatives, process improvements, and service delivery enhancements from an operations or workflow perspective
• Strong organizational, communication, stakeholder management, and coordination skills with the ability to manage multiple priorities across vendors, clients, and internal business teams
• Experience working in project-based environments with responsibilities related to operational setup, transition management, workflow coordination, or managed services support
• Proficiencies in process analysis, reporting, and data-driven decision-making
• Ability to work cross-functionally with operations, vendors, project teams, and business stakeholders
• A continuous learner who stays abreast with industry knowledge and technology

Preferred Qualifications:

• Advanced degree in a relevant field a plus
• Relevant certifications e.g., BPMN, Certified ScrumMaster, Lean Six Sigma, or PMP would be a plus
• Understanding of AWD workflow tool would be ideal
• Power BI experience would be ideal
• SharePoint and automation experience preferred
• Experience within insurance, financial services, or document workflow environments preferred

Work Environment:

• Laptop, docking station, monitors, headset will be provided
• Schedule: Monday Friday, 8:00 AM to 5:00 PM CST
• This position may require commuting up to 2 days per week to a DXC Office: 100 Centerview Drive, Suite 100, Nashville, TN, 37214-3439
• Applicants must be located within commuting distance of one of our office locations
• All applicants must be legally authorized to work in the United States without requiring sponsorship now or in the future

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.