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.

The Analyst serves as a key leader in operational transformation initiatives by identifying improvement opportunities, designing future‑state processes, supporting implementation activities, and ensuring operational readiness for successful adoption of new technologies, workflows, and business capabilities.

• 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.

• 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.

• 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 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.

• 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.

• 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.

• 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.

• 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.
• Healthcare payer, health insurance, or managed care operations…