Business Process Analyst II

Serco; Loveland (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

Serco Inc. is seeking a Business Process Analyst II to support PBGC's contact center operations in a fast-paced environment. The role focuses on analyzing and documenting business processes, testing system enhancements, and delivering operational reports to leadership.

The candidate will work with QuEST and CRM systems, conduct data analysis, and drive continuous improvement initiatives across the contact center. A public trust clearance is required, with focus on collaboration and adaptability.

Qualifications

• High School Diploma or GED required.
• Ability to obtain and/or maintain a public trust clearance.
• Two years of experience as a Customer Service Representative or equivalent.
• Experience with PBGC contract preferred.
• Proficiency with Microsoft Office suite (Excel, PowerPoint, Word).
• Strong communication, multitasking, and organizational skills.
• Experience in process improvement and reporting.

Responsibilities

• Provide reports and analyses related to Contact Center operations to leadership.
• Support business process improvements and system enhancements (QuEST, CRM).
• Perform UAT, smoke testing, and validation activities for deployed systems.
• Develop operational reports and conduct data analysis to support performance.
• Collaborate with stakeholders to document requirements and workflows.
• Coordinate test cases and track progress across multiple projects.
• Assist with agent coaching and training by identifying gaps.

Skills

Excel/PowerPoint

Word

Teams

OneNote

UAT

Data analysis

Process improvement

Communication

Collaboration

Education

High School Diploma or GED

Tools

QuEST

CRM

Job description

Position Description & Qualifications

Looking for a high energy and fast-paced environment where you can make a difference every day? Discover this great opportunity to be a part of a dynamic team, supporting our customers with their retirement pensions. Bring your expertise and collaborative skills to make an impact towards servicing our retirees. Serco and PBGC protect the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

The Business Process Analyst II serves as a key operational support resource for the Contact Center Supervisors, Deputy Manager, and Contact Customer Services Operations Manager. This position is responsible for analyzing and documenting business processes, supporting system enhancements and testing efforts, developing operational reports, conducting research and data analysis, and recommending process improvements. The Business Process Analyst II works collaboratively with leadership and stakeholders to support business objectives, optimize operational performance, and drive continuous improvement initiatives across the Contact Center environment.

As a Business Process Analyst, you can expect to:

• Provide reports, analysis, and other deliverables related to Contact Center operations to the Contact Customer Services Operations Manager.

• Serve as a point of contact for Contact Center Supervisors, the Deputy Manager, and the Contact Customer Services Operations Manager, supporting operational initiatives and business process improvement efforts.

• Support the facilitation and execution of special projects as identified by management and supervisory staff.

• Conduct research and analysis using QuEST dashboards, CRM systems, operational reports, and other available data sources.

• Analyze, document, review, and evaluate organizational business processes and user needs to identify opportunities for improvement.

• Gather, assess, and formulate user feedback to align operational requirements with overall business objectives.

• Document, and recommend new processes, workflows, and operational improvements while obtaining feedback from impacted stakeholders.

• Support the development, enhancement, testing, and implementation of operational systems, including QuEST, CRM, and related applications.

• Perform and document User Acceptance Testing (UAT), smoke testing, system validation activities, and post-deployment support for QuEST, CRM, and other operational systems.

• Participate in the development, execution, and tracking of test cases for QuEST and other systems as required by the PBGC Business Process Group.

• Review Service Requests and Tasks, identify trends, and provide recommendations for process improvements.

• Support management and supervisory staff with research, reporting, data analysis, and operational improvement initiatives.

• Assist with agent coaching and development efforts by identifying training opportunities and process gaps.

• Demonstrate project leadership by managing multiple concurrent projects and assignments while ensuring timelines and deliverables are met.

• Prepare workflow documentation, business requirements, reports, and recommendations for leadership review.

• Collaborate effectively with internal stakeholders to support operational objectives and service excellence.

• Perform a variety of complex tasks under general supervision while exercising sound judgment, creativity, and initiative.

To be successful in this role, you will have:

• High School Diploma or GED

• Ability to obtain and/or maintain a public trust clearance

• Two (2) years of experience as a Customer Service Representative, or at least one (1) year of demonstrated experience handling moderately complex inquiries or unusual issues requiring customized communication solutions and providing support to Level 1 and Level 2 staff.

• Previous experience working on the PBGC contract

• Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote.

• Strong work ethic and excellent attendance record.

• Excellent multitasking and organizational skills.

• Excellent verbal and written communication skills.

• Ability to work flexible hours as needed to meet business objectives.

• Ability to work well under pressure while maintaining professionalism at all times.

• Ability to work effectively in a fast-paced environment.

• Excellent attention to detail.

• Ability to collaborate and communicate effectively with both internal and external colleagues.

Candidates must be located in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000 employees strive to make an impact every day across 100 sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits — Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans.