Business Support Analyst - Training Specialty

Alliance For Choice in Education•Greenwood Village, CO

3d•Onsite

About The Position

ACE Scholarships is seeking a Business Support Analyst with an emphasis in training and knowledge base creation to support its growing Customer Service and Operations teams. This role focuses on strengthening internal readiness through documentation, training, and process support, equipping Customer Service Representatives and operational teams with clear guidance, effective training, and efficient workflows. The position involves working in Training, Process Improvement, and Knowledge Base Management, sharing accountability for maintaining accurate documentation, supporting change implementation, and assisting with case elevation and quality improvement efforts in a high-volume call center environment. The ideal candidate is passionate about training and onboarding new hires, supporting mass hiring growth, and seeing their team's success as their own. This role aims to translate program rules, system functionality, quality findings, and operational decisions into actionable frontline support, while also driving enthusiasm for ACE Scholarships' mission.

Requirements

Bachelor’s degree in business administration or equivalent professional experience.
2-5 years of experience in customer service, operations, training, documentation, or business support roles.
Strong attention to detail and ability to document complex information clearly.
Interest in training, process improvement, and operational support work.
Ability to analyze trends, identify gaps, and recommend improvements.
Strong written and verbal communication skills.
Organized, adaptable, and comfortable working in a fast-paced, high-volume operational environment.
High integrity and strong alignment with ACE’s mission, values, and founding principles.
Comfort learning new systems and adapting to evolving programs and processes.

Nice To Haves

Experience in call centers, customer support, nonprofit, or regulated environments preferred.
Familiarity with knowledge base tools, training platforms, documentation tools, or workflow systems preferred.

Responsibilities

Create, update, and maintain internal documentation that supports Customer Service Representatives and operational teams, ensuring content is accurate, clear, and aligned with current program rules, system functionality, and operational processes.
Use tools such as ServiceNow, Empower-Ed by ACE Scholarships, Scribe, and Microsoft Office to document policies, workflows, and procedures.
Support the development and delivery of onboarding, refresher, and change-driven training for Customer Service Representatives, including assisting with training materials, job aids, and reference guides.
Reinforce training based on quality audits, performance trends, and feedback from frontline teams.
Document and maintain Customer Service and operational workflows, including case handling and escalation processes.
Identify recurring issues, inefficiencies, or points of confusion and escalate themes to Business Support leadership.
Support process updates and change initiatives by ensuring documentation and training materials remain current.
Review quality assurance findings, case data, and call insights to help identify trends and improvement opportunities.
Support the case elevation model by assisting Customer Service Representatives and leadership with complex or non-standard cases.
Ensure learnings from escalations and exceptions are documented and incorporated into training and knowledge base updates.
Partner with Customer Service leadership, Program Managers, Business Technology, and Data teams.
Support system enhancements, program launches, and policy changes through documentation and internal readiness efforts.
Provide frontline-informed feedback to improve systems, processes, and support materials.

Benefits

Medical Insurance (with generous employer contribution)
Dental Insurance (with generous employer contribution)
Vision Insurance
Voluntary Life Insurance
HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
Employee Assistance Program (EAP)
Free, Employer-paid Short-term, Long-term, and AD&D insurance
401(k) with 6% employer match with immediate vesting
Scholarships for employee’s children actively enrolled in a K–12 private school ($3,500 per child, up to $10,500 per year)
On-site amenities at Colorado home office
Employer-paid parking (in-office)
Gym, café, and building security (in-office)
In-office coffee, snack bar, and walking treadmill (in-office)