Sr. Specialist, Licensing Operations

BMI•Nashville, TN

About The Position

The Sr. Specialist, Licensing Operations partners with Licensing and Technology teams to improve business processes and ensure system changes align with operational needs. The role is responsible for assigned recurring and business-critical processes, documenting and validating business requirements, and coordinating user acceptance testing for CRM and related technology changes. Two specialists in this role share responsibility for related processes, initiatives, and releases while cross-training across the broader workload to provide continuity and backup coverage. The position coordinates cross-functional work through requirements gathering, testing, implementation, and post-release support. It maintains process documentation and prepares reporting on requirements, testing progress, defects, risks, readiness, and outcomes. The role also supports BMI Core Values and a culture of diversity and inclusion.

Requirements

Two or more years of experience in operations, business process support, business analysis, process improvement, project coordination, user acceptance testing, or a related discipline preferred.
Experience coordinating cross-functional initiatives and supporting business and technology improvements preferred.
Analytical and problem-solving skills, including process documentation and identifying process improvement opportunities.
Strong research skills, initiative, adaptability, sound judgment, and a collaborative, customer-focused approach.
Ability to gather, document, and validate business requirements and translate them into testable acceptance criteria.
Knowledge of user acceptance testing practices, including test planning, scenario and case development, defect tracking, and release-readiness activities.
Strong organizational, process improvement, project coordination, and time management skills.
Effective written and verbal communication, facilitation, and cross-functional collaboration skills.
Ability to manage competing priorities, work collaboratively, document work for continuity, and provide backup support across assigned responsibilities.
Proficiency in Microsoft Office, Copilot, and Microsoft 365 collaboration tools; ability to use AI and automation for research, analysis, documentation, problem-solving, and process improvement while validating outputs and applying sound judgment.
Bachelor’s degree or equivalent experience preferred.
License or certification is not required.

Nice To Haves

Familiarity with CRM systems such as Salesforce and related products, including marketing automation, inbox productivity, and case-routing capabilities.
Familiarity with work management, requirements, testing, and documentation platforms such as Smartsheet, Azure DevOps, Aha!, Confluence, and SharePoint.
Relevant coursework, certifications, or professional development in business analysis, testing, process improvement, or project coordination.

Responsibilities

Share responsibility with a peer manager for assigned Licensing Operations processes, projects, testing activities, and system releases, while providing cross-trained backup coverage.
Maintain common templates, documentation standards, and established practices for process improvement, business requirements, user acceptance testing, implementation readiness, and sustainment.
Coordinate recurring, active, business-critical, and ad hoc operational initiatives, including project coordination, research, organizational and analytical support, documentation, schedules, service expectations, review cycles, and stakeholder communications.
Document current-state processes, identify process improvement opportunities, and recommend workflow enhancements to improve efficiency, quality, controls, customer experience, and revenue outcomes.
Gather and document stakeholder requirements and business needs, support discovery discussions, and help establish testable acceptance criteria.
Support intake, analysis, tracking, and communication of process issues, system issues, risks, dependencies, and enhancement requests.
Maintain records and documentation for requirements, testing, implementation, defect resolution, and post-release validation.
Coordinate user acceptance testing, including test planning, execution support, defect tracking, and collection of business feedback.
Coordinate subject matter experts and testers, including assignments, communications, training, execution support, defect triage, fix validation, and escalation of release-readiness barriers.
Support cross-functional process and system initiatives through documentation, communications, training coordination, implementation support, and transition to ongoing operational ownership.
Maintain centralized inventories of active processes, requirements, owners, documentation, controls, metrics, dependencies, testing assets, and review schedules.
Partner with RevOps team members to provide operational data, testing results, stakeholder feedback, and process information for reporting, dashboard development, and status updates.
Perform other duties as assigned and maintain regular attendance.
Support BMI Core Values and cultivate a culture of diversity and inclusion.