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. As a **Senior Business Analyst for Multichannel Communications Services** , 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 subject matter expert or your manager to gain clarity on the points you need assistance with. While training will be provided, it is imperative that the Senior Business Analyst identifies additional needs for training. Senior Business Analysts are expected to be able to perform job functions independently and lead small teams to achieve task and projects assigned. As a Senior Business Analyst, you will be expected to provide coverage in the absence of your manager and provide the team with guidance as needed. Client/Contract Management • Knowledge and tracking of client contracts and third-party supplier contracts • Support the client contracting process • Create and maintain client workbooks and data collection workbooks • Develop and maintain client relationships • Identify and meet client needs • Support client governance and business review meetings Project / Program Tasks: Requires broad technical expertise and industry knowledge. Working knowledge of transactional print and digital communication systems of assigned accounts, including document composition, content and message management, document transformation, workflow automation, and job tracking. • Review and identify project requirements for accuracy and completeness, create and maintain documents, including but not limited to: o Statement of Requirements (including Client Business & Operational Rules) o Composition Requirements Documents (including data maps, record layouts, and content management) o Workflow Documentation o Operational Requirements o Client Data Files / Layout o Package lists o Supplies / Inventory – including but not limited to: Outer Envelopes, BRE/CRE’s, Preprinted insertable materials o USPS mailing requirements including data presort, comingle, mail package consolidation, manifest mail, certified mail; as well as UPS, FedEx, and Courier o Establish postage funding and tracking process to ensure funds are available before mailing o SLA requirements and reporting o File transfer requirements o Reporting requirements: Daily production reports, File receipt reports, Mail date reports, Feedback files o Billing format requirements and schedules o Disaster Recovery/Business Continuity Plans and Testing • Project Management Tasks (work with PM when one is assigned) o Develop and track to project plan o Communicate project status to key stake holders and escalate as appropriate before milestones are missed or project is in jeopardy o Establish a regular meeting schedule with internal and external clients o Facilitate meetings and publish meeting minutes with action items o Track action items to completion o Schedule project kick off meetings/Preproduction meetings • Testing Tasks o Testing (workflow, document composition/mapping rules, reporting) o Development of UAT plan with client and tracking of Results o Proofing of client samples prior to sending to the client • Production Deployment Tasks o Pre-Deployment meetings o Establish go live criteria o Client support during production deployment o 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) • Troubleshoot and resolve processing delays to meet SLAs; ensure preventative and corrective actions are completed • Inventory Management including ordering with third party suppliers • Ongoing communications with print operations to ensure open communication 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 Senior Business Analyst 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 and ensure client security and compliance requirements are being met • Facilitate and support client audits and questionnaires • Support Conduent certification audits Requirements • Client management and project management experience in a technical environment. • Be able to travel occasionally for client meetings and to Conduent locations. • Resides in the United States of America (U.S.) • U.S. Bachelor’s degree preferred, or 10 or more years of relevant 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: + **Remote work** : Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday. **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 $59,000 - $79,000. 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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._