Position Summary: We are seeking a detail-oriented and technically proficient Business Systems Analyst to join our Customer Communication Management (CCM) team. This role plays a critical part in analyzing customer correspondence requirements, building or modifying templates, and ensuring a flawless end-user experience across various communication channels. The ideal candidate will bring a mix of analytical skills, hands-on technical expertise, and experience in tools such as Quadient Inspire, HTML, and other CCM platforms.
You will work cross-functionally with project managers, quality assurance, operations, and technical teams to deliver scalable and accurate client communications.
Key Responsibilities: - Analyze and interpret customer correspondence requirements in collaboration with Correspondence Operations Project Managers.
- Identify, revise, or create letter templates based on business needs and regulatory requirements.
- Utilize content management systems and follow established best practices to ensure consistency and compliance.
- Provide clear, realistic project timelines and regular status updates to stakeholders.
- Ensure high-quality outputs through thorough clarification of requirements and zero-defect execution of print/digital letters.
- Collaborate with QA teams to develop test plans and scenarios to ensure deliverables meet expectations.
- Teach and learn internal scripting languages used for template customization.
- Act as a mentor and provide training to junior or cross-trained team members.
- Participate in project meetings and actively contribute to template strategy discussions.
- Recommend and implement improvements to template management strategies for increased efficiency and accuracy.
Required Qualifications: - 2+ years of experience in business systems analysis or a related field.
- 1-2 years hands-on experience with HTML or other coding languages.
- 1-2 years of experience with Quadient Inspire (GMC Inspire) including Designer, Automation, or Interactive modules.
- Experience with process mapping, testing, and reporting.
- Bachelor†s degree or equivalent professional experience.
- Excellent attention to detail and critical thinking abilities.
- Strong written and verbal communication skills
- Demonstrated ability to troubleshoot complex issues and resolve non-standard requests independently or through escalation.
- Proven history of applying continuous improvement methodologies to drive quality and process enhancements.
- Strong analytical and problem-solving capabilities with a strategic mindset.
- Experience developing and enforcing process documentation and quality standards.
Preferred Skills & Qualifications: - Expertise with GMC/Quadient Inspire Designer ICM, Interactive, Automation, and Workflow Engine.
- Experience managing digital communication campaigns, including email and SMS channels.
- Background in PBM/healthcare or highly regulated industries such as financial services or life sciences.
- Experience with Salesforce Marketing Cloud, Adobe, Eloqua, or other marketing platforms.
- Familiarity with Workfront or other project/workflow management tools.
- Understanding of postal design and compliance including IMB barcodes, NCOA, CASS, and USPS presorting.
- Experience in a print manufacturing or print production environment is a plus.
- Prior supervisory experience leading technical or business analyst teams.
- Experience creating Cost Benefit Analyses (CBAs) and presenting to executive leadership for alignment.
- Proven track record in implementing or maintaining CCM platforms, ideally from a business owner or capability lead perspective.
Education: Bachelors Degree