Business Process Analyst, Reporting

Description

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as our Business Process Analyst, Reporting, at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH).

• Monitor reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue.

• Participate in backlog refinement, sprint planning, acceptance testing and release preparation.

• Manage in‑flight work for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams.

• Coordinate across teams during sprints/releases to ensure deployment readiness and post‑release stabilization; maintain transparent communication to stakeholders.

• Apply change‑management principles in all stakeholder interactions to foster adoption and cross‑departmental alignment.

• Provide 1st level support to colleagues by gathering missing context, provide immediate user coaching when appropriate, and attempt simple, documented fixes or workarounds.

• Perform 2nd-level troubleshooting: reproduce reported issues in non-production environments and inspect report logic and extracts to isolate the likely root cause for issues.

• Assess data integrity and quality: reconcile source records against reporting outputs.

• Differentiate training/user-error from technical defects: evaluate user steps, identify knowledge gaps, deliver concise coaching or quick guides when suitable, and escalate reproducible technical defects into bug tickets with step-by-step evidence.

• Communicate frequently and transparently with stakeholders: provide timely incident status updates, expected next steps, estimated timelines, and closure confirmation; document incident resolution details.

• Assist technical teams with incident resolution: including reproduction steps, sample records, screenshots, sample data results, expected vs actual outputs, and any supporting documentation.

• Reproduce reported bugs, validate fixes, and close tickets when verification criteria are satisfied.

• Test reported bugs, validate enhancements, and perform Quality Assurance testing on new or changed reports pre- and post-release to confirm accuracy.

• Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic’s role in the broader reporting ecosystem, triage and prioritize ad‑hoc requests, and configure Epic reports to meet requirements.

• Create and maintain clear, authoritative documentation, including quick-reference materials explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption.

• Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency.

• Participate in regional orientation and role-based training programs (workshops, demos, etc.)

• Apply process‑improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency.

• Execute established controls, QA processes and KPIs to monitor end‑to‑end reporting performance and sustain improvements.

• Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions.

• Serve as a liaison between business users and technical teams (internal…