Sr. Analyst, Service

Role Description

The Sr. Analyst, Service is responsible for leading end-to-end process analysis, redesign, and implementation efforts to improve operational performance, enhance customer experiences, and support enterprise transformation initiatives. This role partners closely with Operations, Enterprise Business & Technology Solutions (EBTS), and business stakeholders to simplify, standardize, automate, and optimize service delivery processes while maintaining regulatory compliance and service quality standards.

The Analyst serves as a key leader in operational transformation initiatives by identifying improvement opportunities, designing future-state processes, supporting implementation activities, and ensuring operational readiness for successful adoption of new technologies, workflows, and business capabilities.

What You'll Do

• Process Analysis & Transformation
  • Conduct end-to-end process reviews across front-office, middle-office, and back-office operations to identify inefficiencies, bottlenecks, and improvement opportunities.
  • Perform root cause analyses to determine underlying operational issues and identify sustainable solutions.
  • Design future-state business processes aligned with enterprise service strategies, customer experience goals, and operational objectives.
  • Develop process maps, workflows, business requirements, and supporting documentation to drive transformation initiatives.
  • Evaluate and recommend opportunities to simplify, standardize, and optimize operational processes.
• Business & Technology Partnership
  • Partner with EBTS, Operations, and business stakeholders to translate business needs into effective process and technology solutions.
  • Support requirements gathering, solution design, and implementation planning.
  • Ensure business processes and system capabilities are aligned to operational objectives and customer expectations.
  • Collaborate with cross-functional teams to deliver enterprise transformation initiatives successfully.
• Operational Readiness & Implementation
  • Lead and support operational readiness activities for new systems, processes, and business initiatives.
  • Coordinate business implementation activities, including cutover planning, staffing readiness, workflow transitions, and go-live preparation.
  • Support User Acceptance Testing (UAT), pilot programs, and post-implementation validation activities.
  • Assess organizational readiness and identify risks that may impact successful implementation.
  • Facilitate go-live assessments and readiness reviews to ensure operational preparedness.
• Automation & Continuous Improvement
  • Identify opportunities for automation, digitization, and workflow optimization.
  • Evaluate emerging technologies and operational solutions that improve efficiency and service delivery.
  • Support process improvement initiatives focused on reducing manual effort, increasing productivity, and enhancing quality.
  • Drive a culture of continuous improvement across operational teams.
• Stabilization & Adoption Support
  • Provide support to frontline operational teams during implementation and early adoption periods.
  • Monitor post-implementation performance and identify stabilization issues requiring corrective action.
  • Partner with business leaders to ensure successful adoption of new processes and technologies.
  • Track implementation outcomes and make recommendations for further optimization.
• Governance & Performance Management
  • Monitor operational performance and implementation metrics to measure effectiveness of process changes.
  • Identify and manage operational risks associated with process and technology changes.
  • Capture lessons learned, best practices, and implementation insights for future initiatives.
  • Maintain documentation, process standards, and governance requirements related to transformation activities.

Qualifications

• Required:
  • High School Diploma or GED.
  • Minimum of 7 years of experience in operations analysis, process improvement, business transformation, operational excellence, or related fields.
• Preferred:
  • Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, Industrial Engineering, or a related field.
  • Healthcare payer, health insurance, or managed care operations experience.
  • Experience supporting large-scale operational and technology transformation initiatives.

Skills & Competencies

• Process Improvement & Transformation
  • Strong expertise in business process analysis, redesign, and optimization.
  • Experience applying continuous improvement methodologies and operational excellence principles.
  • Ability to create future-state process designs and implementation roadmaps.
• Analytical Thinking
  • Strong analytical and problem-solving skills.
  • Ability to conduct root cause analyses and develop data-driven recommendations.
  • Experience utilizing operational data and metrics to support business decisions.
• Systems Thinking
  • Ability to understand complex business processes and their interdependencies across multiple functions.
  • Strong understanding of how people, processes, technology, and data interact within an operational environment.
• Communication & Collaboration
  • Excellent verbal, written, and presentation skills.
  • Ability to facilitate discussions and effectively communicate with stakeholders at all organizational levels.
  • Strong partnership and relationship-building skills.
• Operational Readiness & Change Support
  • Experience supporting operational readiness, implementation planning, and organizational adoption activities.
  • Ability to coordinate multiple stakeholders, priorities, and timelines during transformation initiatives.
• Project Management
  • Strong organizational and time-management skills.
  • Ability to manage multiple projects and competing priorities simultaneously.
  • Experience in implementation planning, cutover activities, and post-production stabilization.

Benefits

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement

Salary Range

$97,800 - $133,455