Business Process Analyst

Job Description

Business Process Analyst

Description

The GED test has opened doors to better jobs and college programs for more than 20 million graduates since 1942. The GED test is accepted by virtually all U.S. colleges and employers. As the creator of the one official GED test, GED Testing Service has a responsibility to ensure that the program continues to be a reliable and valuable pathway to a better life for the millions of adults without a high school diploma. The organization continues to develop several new, innovative programs like GEDWorks. GED Testing Service is a joint venture between the American Council on Education and Pearson.

GED Testing Service® is part of Pearson VUE, the global leader in computer-based testing. Together GED Testing Service® and Pearson VUE are businesses of Pearson. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

We deliver the GED test, and work every day to help people build brighter futures through education and career/college skills.

The Business Process Analyst works closely with the GED State Relationship Managers and with administrators in the states and countries that we serve. The person who fills this role will address a variety of escalated customer needs, which often involves researching data and testing history, and user access. The Analyst will be able to troubleshoot and solve medium to complex issues.

Responsibilities

• Support day-to-day matters related to test operations
• First point of contact for escalations related to processing and scoring paper and computer based testing (CBT)
• Support the GED program, which includes providing PVUE call center escalation support, assisting with transcript services, and work closely with the internal state relationship manager teams
• Troubleshoot issues both technical and non-technical with state program administrators, vendors and internal staff
• Create and maintain operational processes and procedures
• Monitor technology operations mailbox, research and troubleshoot issues and effectively resolve them in a timely manner
• Create, format and maintain internal and external reports
• Understand and provide clear instruction on testing procedures, policies and tools to ensure a fair and consistent testing program
• Understand and be able to communicate about the tools and reports related to the GED program
• Communicate regularly and build rapport with internal and external stakeholders
• Up to 5% travel may be required

Operational Project Coordination and Continuous Improvement

• Lead and coordination project work, including building and maintaining project plans and driving tasks.
• Building process flows, analyzing processes for efficiency and gather feedback on processes in place
• Create and manage process documentation up to team standards and within defined change management processes
• Provides accurate and thorough follow-through on issues assigned
• Demonstrate both excellent verbal and written communication
• Training internal and external staff on GEDTS program related tools
• Comfortable with some public speaking

Relationship Management

• Monitor a portfolio of states in partnership with the State Relationship Manager
• Provide status on open activities, issues and projects

Qualifications

Qualifications:

Required Education AND Experience:

• Bachelor’s degree in a technical field or equivalent job experience required
• Experience working in a technical support role preferred or equivalent certifications (i.e. A , MS technical certifications, etc.)
• Strong in-depth knowledge of the Pearson VUE applications internal and external preferred skills, 2 years experience in project coordination or project management

Knowledge and Abilities:

• Effective problem solving skills and troubleshooting skills
• Excellent written and oral communication skills
• Time management and multi-tasking skills
• Strong interpersonal skills
• Customer service skills
• Analytical skills
• Ability to stay calm in stressful situations, patience
• Ability to work on own or in a team environment
• Understanding of Project Management processes and artifacts
• Proficiency in MS Office Suite
• Strong Excel skills. Experience with XML or SQL a plus
• Proficiency in analytic reporting and report formatting

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5601 Green Valley 5601 Green Valley Drive Suite 220 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 15, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1915103

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.