Business Process Consultant II

Location: London, Kentucky; Corbin, Kentucky

Position Description & Qualifications

If you enjoy solving problems, improving business processes, and working across operational and technical teams, Serco has a great opportunity for you. 

As a Business Process Consultant II supporting the CMS Eligibility Support program, you will help analyze, document, test, and improve processes that support millions of consumers seeking healthcare coverage through the Health Insurance Marketplace.

The ideal candidate will be a collaborative, analytical problem solver who enjoys learning complex business processes and turning challenges into solutions. You will have the opportunity to work with a diverse group of stakeholders and subject matter experts while building strong working relationships across the program.

You should be comfortable working in a fast-paced environment, managing multiple priorities, and taking ownership of assignments from research through resolution. Success in this role requires curiosity, attention to detail, strong communication skills, and the confidence to ask questions, evaluate different perspectives, and recommend solutions.

In this role, you will:

• Serve as a business process subject matter expert and develop a strong understanding of assigned Mailroom and Document Intake processes.
• Analyze business processes, operational workflows, system functionality, and performance data to identify issues and improvement opportunities.
• Develop and document business requirements, business rules, process changes, and solution recommendations.
• Create and maintain SOPs, E-WISE guidance, Document Verification Guides (DVGs), process maps, and other operational documentation.
• Research CMS information requests, operational issues, suspected system defects, audit requests, and process escalations; document findings and recommendations.
• Create and maintain JIRA tickets and coordinate with business and technical SMEs to assess requirements, dependencies, and downstream impacts.
• Support User Acceptance Testing (UAT), including development of test scenarios/scripts, execution support, defect documentation, and validation of business requirements.
• Participate in cross-functional working sessions and JADs with Operations, Quality, Training, Product Lines, and technical teams.
• Use quality results, operational feedback, escalations, and performance trends to identify process improvement and training opportunities.
• Support Product Line Managers with reporting, presentations, meetings, special projects, research, and other Product Line activities.
• Develop an understanding of Product Line performance, including volumes, SLAs, quality, AHT, automation performance, and opportunities to reduce low-value/no-value work.
• Support implementation of business and system changes resulting from improvement initiatives, corrective actions, priority escalations, and program requirements. 

To be successful in this role you will have: 

• Ability to obtain and/or maintain a public trust security clearance
• Ability to travel up to 10% as needed
• Bachelor's degree in Business Administration, Management, Information Systems, or a related field
  • Willing to accept 4 years of relevant work experience in lieu of a bachelor's degree
• 6-8 years of relevant experience; OR 10-12 years of relevant experience without a bachelor's degree 
• Experience analyzing, documenting, or improving business processes and operational workflows.
• Experience gathering, documenting, and communicating business requirements.
• Proven ability to quickly learn complex business processes, analyze information from multiple sources, and communicate findings, recommendations, and requirements clearly in both written and verbal formats.
• Strong analytical and problem-solving skills with the ability to research complex issues and develop clear conclusions and recommendations.
• Strong written and verbal communication skills, including the ability to translate complex information for business and technical audiences.
• Experience developing or maintaining procedures, process documentation, business requirements, job aids, or similar guidance.
• Ability to manage multiple priorities and independently drive assigned work through completion.
• Demonstrated ability to collaborate with cross-functional teams and subject matter experts.
• Proficiency with Microsoft Office applications.

Additional desired experience and skills:

• Experience with JIRA or a similar work-management/requirements tool.
• Experience supporting User Acceptance Testing (UAT), including development or execution of test scenarios.
• Experience working within a Software Development Life Cycle (SDLC) or Agile environment.
• Experience researching system defects or coordinating business issues with technical teams.
• Experience analyzing operational or quality performance data and identifying improvement opportunities.
• Experience with process mapping or business process improvement.
• Experience supporting automation initiatives, including Robotic Process Automation (RPA).
• Experience in healthcare, government contracting, eligibility operations, document processing, or CMS programs.
• Familiarity with SQL, APIs, or data analysis tools is a plus but not required.
• Project Management Professional (PMP) certification
• Six Sigma
• Experience working with APIs, event based processing, and big data.
• CMS eligibility support experience a plus.

If you are interested in supporting our mission, solving meaningful business challenges, and working with a collaborative team, we encourage you to apply today for immediate consideration.

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://careers.serco-na.com/us/en/what-we-offer. If you require an accommodation with the application process please email: careers@serco-na.com">careers@serco-na.com or call the HR Service Desk at 800-628-6458, 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 identity 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 Agencies@serco-na.com">Agencies@serco-na.com.

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.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities. Benefits - Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com">careers@serco-na.com.