Business Analyst, Student Accounts (Student Enrollment & Account Management)

We are seeking a Business Analyst, Student Accounts who will report to the Director of University Student Accounts and will support a shared service team within Johns Hopkins University's (JHU) Office of Student Accounts and Enrollment Management (SEAM). This position plays a critical role in supporting the strategic and operational functions across all areas of Student Accounts, including Systems and Reporting, Billing and Refunds, Third-Party and Student Payments, and Collections, ensuring seamless service delivery, process efficiency, and compliance with institutional policies and federal regulations.

The incumbent functions as both a Student Accounts Generalist and a business systems liaison, bridging operational needs with technical solutions. This position also supports data validation, reconciliation, and reporting activities that ensure the integrity and accuracy of student financial records. In addition to providing back-office and student-facing support, the Business Analyst proactively identifies process improvement opportunities, documents business requirements, and helps drive cross-functional solutions that strengthen student account management university-wide. This Business Analyst for Student Accounts will also support JHUs multi-year Student Information System (SIS) implementation, collaborating with cross functional teams to align Student Accounts processes, data requirements, and integrations with new system capabilities.

By combining analytical insight with a deep understanding of Student Accounts operations, the role enhances organizational agility, customer experience, and operational excellence in alignment with the university's mission and Student Enrollment & Account Management (SEAM) strategic objectives.

Specific Duties & Responsibilities

• Provide operational support across key Student Accounts functions, including Systems and Reporting, Billing and Refunds, Third-Party and Student Payments, and Collections.
• Serve as a resource for student inquiries related to billing, payments, and account resolution, ensuring timely and accurate responses.
• Support back-office processes such as account reconciliations, refund processing, sponsor invoicing, and payment applications.
• Collaborate with team leads and functional managers to ensure consistent application of policies, procedures, and service standards across all Student Accounts areas.
• Assist in data entry, reporting, and analysis to identify trends, troubleshoot discrepancies, and recommend process improvements.
• Serve as backup support for essential business functions as needed.
• Participate in outreach initiatives or other student support activities as assigned.
• Fully understand business problems presented and recommend creative solutions.
• Support the Systems and Reporting Team with tuition calculation activities, testing of system enhancements, and validation of data outputs to ensure accuracy and integrity of student account processing.
• Elicit, define and document business process needs for new, existing and/or enhanced products, services, or optimized business processes.
• Work independently with domain experts on low to medium complexity work to ensure clarity of the problem/opportunity.
• Work closely with a variety of internal and external business partners to ensure that all business requirements are understood, documented, and met.
• Manage business and functional requirements for new business solutions.
• Identify system/process/data impacts (upstream and downstream) and propose appropriate alternatives/remediation.
• Identify impacts across teams and coordinate to manage dependencies and potentially competing priorities.
• Facilitate customer demands, evaluate request, manage prioritization and work with the appropriate technical team to resolve issues.
• Apply a lean-agile mind-set to work and support organizational agility.
• Lead discussions with the business on multiple options to help address the root cause, including various trade-offs and recommended approach.
• Assist with the triage of production-related issues.
• Partner with vendors and UIS in the exploration, selection, and implementation of new software solutions and service contracts.
• Support JHU's multi-year SIS implementation, ensuring Student Accounts processes and data align with new system functionality.

• Bachelor's Degree in a related field.
• Three years of related experience.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

• Master's Degree.
• Minimum of four years of related work experience demonstrating increasing responsibility. Experience in higher education, project management, and accounts receivable/billing is desired. Experience with a document imaging system, preferably OnBase.

Special Knowledge, Skills, or Abilities

• Can explain basic technical concepts to a non-technical audience.
• Demonstrate strong logic and reasoning capabilities.
• Process-oriented, with the ability to write current state and future workflows.
• Interpersonal skills and comfortable interacting with diverse groups of people at various levels within the organization.
• Demonstrated ability to articulate clearly and effectively.
• Superior listening, oral and written skills.
• Detailed understanding of different phases of the software development life cycle.
• Ability to develop test cases and oversee user-acceptance testing.

Classified Title: Business Analyst
Job Posting Title (Working Title): Business Analyst, Student Accounts (Student Enrollment & Account Management)
Role/Level/Range: ATP/04/PD
Starting Salary Range: $62,900 - $110,100 Annually (Commensurate w/exp.)
Employee group: Full Time
Schedule: M-F, 8:30am - 5pm
FLSA Status: Exempt
Location: Hybrid/Homewood Campus
Department name: SEAM Student Accounts
Personnel area: University Student Services