Business Process Analyst, Reporting

Marsh McLennan•Greensboro, NC

8d•$74,600 - $139,100•Remote

About The Position

Marsh McLennan Agency (MMA) is seeking a Business Process Analyst, Reporting, to join their team. This role is responsible for executing day-to-day reporting operations, delivering accurate and timely information to business stakeholders. The analyst will collaborate with the Business Process team, the Data Insights & Reporting Center of Excellence (COE), and regional and national partners. Key responsibilities include supporting, troubleshooting, and validating reports, performing quality assurance, and maintaining documentation to ensure consistent interpretation and user adoption. The role also involves managing reporting intake and triage, participating in agile delivery, and applying change-management and data-governance principles to improve reporting quality, operational efficiency, and stakeholder satisfaction.

Requirements

3–5 years direct experience with Applied Epic data, workflows, and reporting.
Hands-on experience providing 1st/2nd-level support for enterprise reporting, analytics operations, or systems that produce business reports.
Practical understanding of data quality concepts (completeness, accuracy, timeliness) and basic data governance/privacy controls.
Able to explain technical requirements to non-technical users and assess system impacts when designing process changes.
Strong customer-service mindset: timely communication, empathy, and clear expectations.
Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability).
Familiar with change-management principles to drive adoption and manage people/process/technology impacts.

Responsibilities

Monitor reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue.
Participate in backlog refinement, sprint planning, acceptance testing and release preparation.
Manage in-flight work for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams.
Coordinate across teams during sprints/releases to ensure deployment readiness and post-release stabilization; maintain transparent communication to stakeholders.
Apply change-management principles in all stakeholder interactions to foster adoption and cross-departmental alignment.
Provide 1st level support to colleagues by gathering missing context, provide immediate user coaching when appropriate, and attempt simple, documented fixes or workarounds.
Perform 2nd-level troubleshooting: reproduce reported issues in non-production environments and inspect report logic and extracts to isolate the likely root cause for issues.
Assess data integrity and quality: reconcile source records against reporting outputs.
Differentiate training/user-error from technical defects: evaluate user steps, identify knowledge gaps, deliver concise coaching or quick guides when suitable, and escalate reproducible technical defects into bug tickets with step-by-step evidence.
Communicate frequently and transparently with stakeholders: provide timely incident status updates, expected next steps, estimated timelines, and closure confirmation; document incident resolution details.
Assist technical teams with incident resolution: including reproduction steps, sample records, screenshots, sample data results, expected vs actual outputs, and any supporting documentation.
Reproduce reported bugs, validate fixes, and close tickets when verification criteria are satisfied.
Test reported bugs, validate enhancements, and perform Quality Assurance testing on new or changed reports pre- and post-release to confirm accuracy.
Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic’s role in the broader reporting ecosystem, triage and prioritize ad-hoc requests, and configure Epic reports to meet requirements.
Create and maintain clear, authoritative documentation, including quick-reference materials explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption.
Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency.
Participate in regional orientation and role-based training programs (workshops, demos, etc.)
Apply process-improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency.
Execute established controls, QA processes and KPIs to monitor end-to-end reporting performance and sustain improvements.
Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions.
Serve as a liaison between business users and technical teams (internal and COE); translate business needs into system requirements, validate technical solutions, and ensure implementation partners have needed context.
Recommend how system enhancements and new features can improve business outcomes; act as point of contact for escalated system issues and coordinate timely resolution.
Monitor incident trends and adoption metrics; capture recurring user pain points and perform root cause analysis to prioritize improvements.
Translate user feedback and observed trends into prioritized insights; collaborate with Data Insights & Reporting COE, product, and tech teams to implement fixes and document updates.
Participate in governance meetings to gather regional feedback, confirm stakeholder alignment, help prioritize change requests, and implement change management steps to ensure consistent workflows and reporting standards.