Sr. Specialist, Licensing Operations

Sr. Specialist, Licensing Operations

The Sr. Specialist, Licensing Operations partners with Licensing and Technology teams to support business process improvement and ensure system changes align with operational needs. This role is responsible for assigned recurring and business-critical processes; documents and validates business requirements; and coordinates user acceptance testing for CRM and related technology changes. Two specialists serving in this role will be assigned responsibility for related processes, initiatives, and releases while cross-training across the broader workload to provide continuity and coverage. The position coordinates cross-functional work through requirements gathering, testing, implementation, and post-release support; maintains process documentation; and prepares reporting related to requirements, testing progress, defects, risks, readiness, and outcomes.

Essential Functions:

• Shares responsibility with a peer manager for assigned Licensing Operations processes, projects, testing activities, and system releases, while providing cross-trained backup coverage across the team.
• Maintains common templates, documentation standards, and established practices for process improvement, business requirements, user acceptance testing, implementation readiness, and sustainment.
• Coordinates assigned recurring, active, business-critical, and ad hoc operational initiatives, providing project coordination, research, organizational, and analytical support while maintaining documentation, schedules, service expectations, review cycles, and stakeholder communications.
• Documents current-state processes, identifies process improvement opportunities, and recommends workflow enhancements that improve efficiency, quality, controls, customer experience, and revenue outcomes.
• Partners with stakeholders to gather requirements, document business needs, support discovery discussions, and help establish testable acceptance criteria.
• Supports the intake, analysis, tracking, and communication of process issues, system issues, risks, dependencies, and enhancement requests.
• Maintains documentation and change records supporting requirements, testing activities, implementation, defect resolution, and post-release validation.
• Coordinates user acceptance testing activities, including test planning, test execution support, defect tracking, and collection of business feedback.
• Coordinates subject matter experts and testers, including assignments, communications, training, execution support, defect triage, fix validation, and escalation of barriers to release readiness.
• Supports cross-functional process and system initiatives through documentation, communications, training coordination, implementation support, and transition to ongoing operational ownership.
• Maintains centralized inventories of active processes, requirements, owners, documentation, controls, metrics, dependencies, testing assets, and review schedules.
• Partners with other RevOps team members to provide operational data, testing results, stakeholder feedback, and process information that supports reporting, dashboard development, and status updates.
• Other duties as assigned.
• Regular attendance.
• Supports BMI Core Values and cultivates a culture of diversity and inclusion.

Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance functions of this job.

• Sitting, talking, hearing, walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches; corrected or uncorrected.
• Generally negligible physical effort, but occasional moving of 1 to 10 lb. items.

Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with the functions of this job.

Normal office conditions.

Position Qualification Requirements

Education: Bachelors degree or equivalent experience preferred.

Experience: Two+ years of experience in operations, business process support, business analysis, process improvement, project coordination, user acceptance testing, or a related discipline preferred. Experience coordinating cross-functional initiatives and supporting business and technology improvements is preferred.

Skills and Abilities: which may be representative but not all inclusive of those commonly associated with this position.

• Experience with analytical and problem-solving skills, including process documentation and identification of process improvement opportunities.
• Strong research skills, initiative, adaptability, sound judgment, and a collaborative, customer-focused approach.
• Ability to gather, document, and validate business requirements and translate them into testable acceptance criteria.
• Knowledge of user acceptance testing practices, including test planning, scenario and case development, defect tracking, and release-readiness activities.
• Strong organizational, process improvement, project coordination, and time management skills.
• Effective written and verbal communication, facilitation, and cross-functional collaboration skills.
• Proven ability to manage competing priorities, work collaboratively with others, document work for continuity, and provide backup support across assigned responsibilities.
• Proficient in Microsoft Office, Copilot, and Microsoft 365 collaboration tools; able to use AI and automation to support research, analysis, documentation, problem-solving, and process improvement while validating outputs and applying sound judgment.
• Familiarity with customer relationship management systems such as Salesforce and related products, including marketing automation, inbox productivity, and case-routing capabilities.
• Familiarity with work management, requirements, testing, and documentation platforms such as Smartsheet, Azure DevOps, Aha!, Confluence, and SharePoint.
• Relevant coursework, certifications, or professional development in business analysis, testing, process improvement, or project coordination is a plus.

Machines, Tools, Equipment and Work Aids: which may be representative but not all inclusive of those commonly associated with this position.

• Personal computer and associated software
• Normal office equipment

License(s)/Certifications Required: None

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees may be required to follow other job-related instructions and perform other job-related duties as requested, subject to all applicable state and federal laws.

Commonly associated is not intended to mean always or only. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.