Training & Knowledge-Base Business Support Analyst

ACE Scholarships; Englewood (CO); On-site; USD 64,000 - 86,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA/FSA options

401(k) with employer match

Scholarships for employee’s children

On-site amenities

Employer-paid parking

Gym access

In-office coffee and snacks

Job summary

ACE Scholarships is hiring a Business Support Analyst focused on training and knowledge base development to support Customer Service and Operations. The role centers on creating clear guidance, effective training, and efficient workflows for internal teams.

The candidate should bring 2–5 years in customer service/operations and a passion for ACE’s mission, with experience in documentation, training platforms, and knowledge base tools. In-office Denver role with some travel may apply.

Qualifications

• Bachelor’s degree in business administration or equivalent professional experience.
• 2-5 years of experience in customer service, operations, training, documentation, or business support roles.
• Experience in call centers, customer support, nonprofit, or regulated environments preferred.
• Comfort learning new systems and adapting to evolving programs and processes.

Responsibilities

• Create, update, and maintain internal documentation that supports Customer Service Representatives and operational teams.
• Ensure knowledge base content is accurate, clear, and aligned with current program rules, system functionality, and operational processes.
• Use tools such as ServiceNow, Empower-Ed by ACE Scholarships, Scribe, and Microsoft Office to document policies, workflows, and procedures.
• Support the development and delivery of onboarding, refresher, and change-driven training for Customer Service Representatives.
• Assist with training materials, job aids, and reference guides tied to new programs, system updates, or process changes.
• Reinforce training based on quality audits, performance trends, and feedback from frontline teams.
• Document and maintain Customer Service and operational workflows, including case handling and escalation processes.
• Identify recurring issues, inefficiencies, or points of confusion and escalate themes to Business Support leadership.
• Support process updates and change initiatives by ensuring documentation and training materials remain current.
• Review quality assurance findings, case data, and call insights to help identify trends and improvement opportunities.
• Support the case elevation model by assisting Customer Service Representatives and leadership with complex or non-standard cases.
• Ensure learnings from escalations and exceptions are documented and incorporated into training and knowledge base updates.
• Partner with Customer Service leadership, Program Managers, Business Technology, and Data teams.
• Support system enhancements, program launches, and policy changes through documentation and internal readiness efforts.
• Provide frontline-informed feedback to improve systems, processes, and support materials.

Education

Bachelor’s degree in business administration or equivalent professional experience

Job description

ACE Scholarships is hiring a Business Support Analyst focused on training and knowledge base development to support Customer Service and Operations. The role centers on creating clear guidance, effective training, and efficient workflows for internal teams.

The candidate should bring 2–5 years in customer service/operations and a passion for ACE’s mission, with experience in documentation, training platforms, and knowledge base tools. In-office Denver role with some travel may apply.