Business Process Analyst II — Ops & Process Improvement

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

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.