Business Analyst II

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Business Analyst II (Client Advocate)

As a Client Advocate, you will be the single point of contact for your assigned client programs for both your client contacts and the Conduent internal support teams. It important that you have a firm understanding of the account including the contract and project requirements to facilitate client requests per their expectations or reset expectations.

This is achieved by having a thorough understanding of your client contracts, project materials, program changes, production history, and client workbook. Additionally, you will need to successfully facilitate discussions with your client, IT and operations partners, and third-party suppliers to ensure you are able to properly service the account. When you are unclear on what is required, it is essential that you reach out to the SME or your manager to gain clarity on the points you need assistance with.

While training will be provided, it is imperative that the Client Advocate identifies additional needs for training.

Project / Program Tasks:

• Review and identify project requirements for accuracy and completeness, including but not limited to:
  • Statement of Requirements (including Client Business & Operational Rules)
  • Composition Requirements Documents (including data maps, record layouts, and content management)
  • Workflow Documentation
  • Operational Requirements
  • Client Data Files / Layout
  • Package lists
  • Supplies / Inventory – including but not limited to:
    • Outer Envelopes
    • BRE/CRE’s
    • Preprinted insertable materials
  • USPS mailing requirements including data presort, comingle, manifest mail, certified mail, as well as UPS, FedEx, and Courier
  • Establish postage funding and tracking process to ensure funds are available before mailing
  • SLA requirements and reporting
  • File transfer requirements
  • Reporting requirements
    • Daily production reports
    • File receipt reports
    • Mail date reports
    • Feedback files
  • Billing format requirements and schedules
  • Disaster Recovery/Business Continuity Plans and Testing
• Project Management Tasks (work with PM when one is assigned)
  • Develop and track to project plan
  • Communicate project status to key stake holders and escalate as appropriate before milestones are missed or project is in jeopardy
  • Establish a regular meeting schedule with internal and external clients
  • Facilitate meetings and publish meeting minutes with action items
  • Track action items to completion
  • Schedule projects kick off meetings/Preproduction meetings
• Testing Tasks
  • Testing (workflow, document composition/mapping rules, reporting)
  • Development of UAT plan with client and tracking of Results
  • Proofing of client samples prior to sending to the client
• Production Deployment Tasks
  • Pre-Deployment meetings
  • Establish go live criteria
  • Client support during production deployment
  • Operational Readiness including client workbook creation/changes

Ongoing Production Support:

• Monitor incoming files to ensure they are received and processing per SLA
• Monitor production to ensure we meet SLA (escalating if issues / delays are identified)
• Inventory Management including ordering with third party suppliers
• Ongoing communications with print operations to ensure open communication
• Support client governance and business review meetings

Trouble Shooting:

• Communicate & escalate any issues identified to both internal and external stakeholders as required, to ensure timely resolution
• Facilitate the Corrective Action Report Process for any identified issues including completion of the Corrective Action Report and communication to client as required. It is the responsibility of the Client Advocate to understand the root cause and facilitate the appropriate corrective action. While they may not be able to determine the corrective action, they have a good understanding of the client’s needs and should be able to provide feedback and guidance to ensure compliance to contractual requirements
• Follow up on outstanding actions that are required

Finance:

• Support the billing process and approve invoices to meet contractual requirements and SLAs
• Support the forecasting process

Compliance/Audits:

• Understand client security and compliance requirements
• Facilitate and support client audits and questionnaires
• Support Conduent certification audits

Qualifications:

• Minimum of a high school or GED will be considered, Bachelor’s degree, but not required.
• Possess strong client Service/Account Management experience
• Excellent customer satisfaction experience. Results oriented.
• Proven success in Client Management and extremely detailed oriented.
• Possess strong Client Service/ Account Management experience.
• Excellent customer satisfaction experience, Results oriented. Excellent communication skills (interpersonal, written, verbal)
• Proven success in client management and extremely detailed oriented
• Must be proficient with tools such as Microsoft Word, Excel. PowerPoint and Outlook
• Self-starter who enjoys working in a team environment, ability to be flexible, and thrive in a dynamic fast-paced environment
• Highly motivated, results oriented and able to multi-task with minimal direction
• Dynamic ability to plan, identify issues, administer corrective action and carry out responsibilitie
• Must be currently eligible to work in the United States for any employer
• Must consent to, and successfully clear all required pre-employment screenings.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.