Position Description

Looking for a high energy and fast-paced environment where you can make a difference every day? Serco is seeking a detail-oriented Bilingual Business Process Analyst II to join our talented, dynamic product team to perform data analysis, research, and requirements gathering to manage and improve upon the business processes of the Healthcare.gov Eligibility Support group for CMS (Centers of Medicare and Medicaid Services).

The Bilingual Business Process Analyst II will support the product line by providing research and workflows of existing business processes with the objective of identifying areas for operational improvement and making suggestions for streamlining current processes to verify and adjudicate consumer attestations related to Health Insurance Marketplace applications. The business process analysist will translate documents to Spanish as needed that meets with the Culturally and Linguistically Appropriate Services (CLAS) and Health Equity Guidelines.

As a Bilingual Business Process Analyst II, you will:

• Gather, analyze, and write business requirements
• Design and write test cases
• Create business use cases and conduct user acceptance testing to ensure software/system enhancements meet business requirements
• Understand and grow in business processes to ensure requirements are in alignment with customer's strategy, goals, and objectives
• Review data and trends to ensure that process outputs are achieving the desired results and that services are meeting agreed upon service levels
• Identify issues and risks, develop mitigation plans, track action items, work with cross-functional teams and product lines to ensure proper resolution and adherence to customer guidelines
• Condense complex business processes into clear and actionable user stories
• Create project charters and business requirements documents for major projects and innovations
• Update user instructions based on current and new processes
• Translate documents and call scripts to Spanish
• Take lead on client document deliverables.

Qualifications

To be successful in this role, you must have:

• Bachelor's degree from an accredited institution and 5-7 years of relevant work experience or a master's degree from an accredited institution and 3-5 years of relevant work experience. Equitable work experience may be considered in lieu of a degree.
• Ability to read, write, and speak Spanish.
• Familiarity with SAFe Agile methodology.
• Business requirements gathering and writing experience.
• Familiarity with JIRA, Microsoft Suite, VISIO, and SharePoint.
• Strong data-driven analytical, organizational, and problem-solving skills.

Additional desired experience and skills:

• PMP Certification.
• SAFE Agile Certification.
• Six Sigma.
• Previous Contact Center knowledge.
• Knowledge of CLAS.
• Knowledge of Health Equity Guidelines.
• Writing SQL queries.
• Ability to develop SQL monitoring reports on current processes and future innovation.
• Leveraging SQL to identify and research potential issues on current processes and future innovations.

Candidates will be considered from the following locations: Virginia; Lawton, OK; Rogers, AR; London, KY. Candidates may be asked to travel to one of our site locations in these areas.

If you are interested in supporting and working with our passionate Serco team - then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

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://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [redacted] or call the HR Service Desk at [redacted], option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

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. If you are interested in becoming an approved vendor at Serco, please email A[redacted].

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.