Senior Billing Client Service Business Analyst

Element Fleet Management • Baltimore, MD

19h

About The Position

We’re looking for a collaborative and analytical professional to join our team as a Billing Client Services Business Analyst. In this role, you will oversee Billing or Billing Client Service team from a high-volume, manual operation into a client-centric, analyst-led function. We’re hiring a Billing Client Service Business Analyst to accelerate that transformation by mapping current-state processes, owning and prioritizing the automation backlog, translating billing and client requirements into clear functional and technical specifications, and coordinating enterprise critical, revenue, pilots and conditional UAT, and reporting on KPIs that measure impact. You will partner closely with the Billing leadership, and cross-functional teams (IT, Collections, Sales, Implementation) to turn team frustrations into prioritized, measurable solutions that reduce manual work and improve client experience. This role operates in an evolving and partially defined environment, requiring the ability to assess ambiguous process gaps, conflicting stakeholder priorities, and incomplete data to recommend scalable solutions.

Requirements

• Experience evaluating automation, process redesign, and system enhancement opportunities.
• Experience gathering, analyzing, and documenting business and client billing requirements.
• Experience conducting time studies, value-stream mapping, and root-cause analysis.
• Experience translating business needs into functional and technical requirements, user stories, and acceptance criteria.
• Experience leading pilots, coordinating development/testing/UAT, and measuring results.
• Ability to collaborate cross-functionally with Billing Ops, Collections, Sales, and IT.

Nice To Haves

• Education: College/University degree preferred.
• Experience creating and maintaining process documentation including process flows, SOPs, playbooks, use cases, and RDB.
• Experience supporting system implementations and enhancements with UAT coordination and data integrity verification.
• Experience developing enablement materials and facilitating training sessions.
• Experience working in an evolving and partially defined environment with ambiguous process gaps and conflicting stakeholder priorities.
• Experience monitoring service issues and client survey feedback to drive adoption and continuous improvement.

Responsibilities

• Independently evaluate automation, process redesign, and system enhancement opportunities; assess impact, risk, and dependencies, and determine recommended path forward for leadership approval.
• Gather, analyze, and document business and client billing requirements from internal and external stakeholders.
• Conduct time studies, value-stream mapping and root-cause analysis to identify manual tasks, bottlenecks, and improvement opportunities.
• Contribute to the development and ongoing refinement of the Billing Automation roadmap, recommending prioritization based on business impact and operational considerations.
• Translate business and client needs into clear functional and technical requirements, user stories, and acceptance criteria for IT/SW/automation teams.
• Lead pilots and final delivery efforts; design experiments, coordinate development/testing/UAT, measure results, and recommend scale/stop decisions.
• Collaborate cross-functionally with Billing Ops, Collections, Sales, IT to deliver solutions and integrations (e.g., e-billing, specialized invoicing).
• Create and maintain process flows, SOPs, playbook updates, use cases, and RDB.
• Support system implementations and enhancements; own UAT coordination and verification of data integrity.
• Develop enablement materials and run training to drive adoption of new processes and tools.

Benefits

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed