Business Analyst I

Business Analysis | Program Reporting | Operations Analytics | Customer Service Operations | Payment Plan Administration The Business Analyst provides functional and analytical support for requirements validation, system design, financial activities, and program reporting. This role develops and updates project deliverables and system documentation, supports online and batch functionality, creates database queries and reports, and helps oversee a newly implemented payment plan program. Key Responsibilities Gather, analyze, document, and validate business and functional requirements. Translate business needs into system specifications, business rules, process flows, and system documentation. Support system analysis, design discussions, interfaces, database queries, reports, and project deliverables. Create and execute test cases and scenarios, document results, and assist with system issue resolution. Monitor and report on payment plan performance, operational volumes, customer behavior, quality, and efficiency. Review payment, reversal, and posting activity to help ensure accurate processing. Track Call Center, WIC, Service Request (SR), and correspondence volumes. Coordinate staffing needs with management and escalate operational or program issues as needed. Coach team members to support customer service excellence and assist with training when requested. Support program activities, temporary fixes, process improvements, and updates to standard operating procedures (SOPs). Requirements Have 5+ years of experience working in customer service contact centers. Have 2+ years of experience working as a business analyst or systems analyst. Ability to develop and execute system test scripts and document test results. Experience developing use cases and designing screens. Experience creating logical process flow diagrams. Ability to perform and present root cause and downstream effects analysis. Knowledge of project life cycle. Able to complete research and report on findings. Skill and confidence in leading design discussions with users. Clear communication, particularly written communication. Ability to communicate between users and technical team members. Proficiency with MS 365 (Outlook, Teams, Word, Excel, PowerPoint). Why Join Us This role offers the opportunity to apply business analysis, operational reporting, process improvement, customer service operations, payment plan administration, and data analysis skills to a growing program. You will partner with cross-functional teams and help improve program performance, service delivery, and customer experience. Flexible Working At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too. In this role, you can expect the following working conditions: Hybrid work: Work in a way that allows you to work from home and have time onsite when needed to connect with other team members and business leaders. Working For You Perks and rewards designed for you: Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment Retirement Savings: We will support you as you save for your future. Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more. Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint. Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career. Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work. Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts. Join Us At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates. We strive to create a culture where you can: Bring your authentic self to work. Grow and thrive, both personally and professionally. Make a difference with our clients, in our communities, and with the millions of people we support. When you join Conduent, you are engaged in creating the future - both our company’s and your own. With more than 60,000 associates across 24 countries, we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best! Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $59,675-$77,500.