User testing h1.location_city

Description:

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as our Business Process Analyst, Reporting, at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH).

A day in the life.

The Business Process Analyst, Reporting, executes day-to-day reporting operations to deliver accurate, timely, and actionable information to business stakeholders. Working closely with the Business Process team, the Data Insights & Reporting Center of Excellence (COE), and regional and national partners, this role supports, troubleshoots, and validates reports, performs quality assurance, and produces and maintains documentation to ensure consistent interpretation and strong user adoption. The Business Process Analyst, Reporting manages reporting intake and triage, participates in agile delivery activities, and applies change-management and data-governance principles to drive continuous improvement in reporting quality, operational efficiency, and stakeholder satisfaction.

Program and Change Management

• 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.

Reporting Support and Training

• 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.)

Process Improvement and Quality Assurance

• 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.

Our future colleague.

We’d love to meet you if your professional track record includes these skills:

• 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.

Your Physical Demands & Work Environment:

• Occasional travel may be required. Travel may consist of off-site venues, occasional overnight stays, and visits to other operating companies.

• Work occurs during regular day hours as well as occasional extended hours and schedule flexibility necessary to complete tasks to meet needs.

• Flexible location within reasonable proximity to an MMA office

We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you.

Valuable benefits.

We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering

• Tuition reimbursement and professional development opportunities

• Remote work

• Charitable contribution match programs

• Stock purchase opportunities