Sr. Analyst, Service

About the role

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.

Responsibilities

• 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

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