Business Process Consultant III

Position Description & Qualifications

If you enjoy solving complex business challenges, improving processes, and supporting high-impact initiatives, Serco has a great opportunity for you!

We are seeking an experienced Business Process Consultant III to join our CMS Eligibility Support (ES) team in London, Kentucky. In this role, you will serve as a senior subject matter expert supporting Mailroom, Document Automation, and Applications processes. Bring your analytical, technical, and collaborative skills to help improve systems and business processes that support millions of consumers seeking healthcare coverage through the Health Insurance Marketplace.

You will be part of the Service Delivery team supporting the Mailroom, Document Automation, and Applications product lines. You will collaborate with Product Line Managers, business process consultants, technical teams, operational stakeholders, and customer representatives to support business processes and program initiatives.

The ideal candidate is an analytical, technically minded professional who demonstrates initiative, sound judgment, and strong problem-solving skills. You should be comfortable independently managing complex assignments, communicating with diverse stakeholders, and translating business challenges into practical solutions.

Success in this role requires the ability to balance competing priorities, take ownership of deliverables, and contribute to a collaborative, fast-paced environment.

In this role, you will:

- Serve as a subject matter expert for assigned business processes, applications, and system capabilities supporting the Mailroom, Document Automation, and Applications product lines.
- Independently lead assigned business processes and initiatives, ensuring deliverables align with program objectives, business requirements, and established timelines.
- Analyze complex business and technical challenges, perform root cause analysis, evaluate potential solutions, and recommend improvements.
- Develop, document, and validate business requirements, functional specifications, process flows, and system enhancement requests.
- Collaborate with technical teams throughout the Software Development Life Cycle (SDLC), supporting solution design, testing, implementation, and post-deployment stabilization.
- Analyze operational workflows, system performance, and business metrics to identify trends, risks, inefficiencies, and opportunities for process optimization and automation.
- Lead process improvement efforts, including developing recommendations, coordinating implementation, and evaluating business outcomes.
- Develop and maintain business process documentation, standard operating procedures, work instructions, and other materials supporting consistent execution and knowledge transfer.
- Partner with cross-functional stakeholders to evaluate business impacts, resolve complex issues, and implement effective, sustainable solutions.
- Provide subject matter guidance, mentoring, and knowledge sharing to team members while supporting Product Line Managers with strategic initiatives, business analysis, and special projects.

To be successful in this role you will have:

- Ability to obtain and/or maintain a public trust security clearance
- Ability to travel up to 10% of the time
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field, with 8–10 years of relevant professional experience.  In lieu of a bachelor's degree, we are willing to accept a high school diploma or GED with 4 additional years of relevant professional experience , requiring a total of 12-14 years of relevant experience

- Demonstrated experience independently leading business processes, complex initiatives, or system improvement efforts.
- Strong analytical and problem-solving skills, including the ability to investigate complex issues, identify root causes, and develop effective solutions.
- Experience gathering, analyzing, documenting, and validating business and functional requirements.
- Experience collaborating with technical teams to translate business needs into system requirements and solutions.
- Working knowledge of Software Development Life Cycle (SDLC) methodologies and Agile development practices.
- Experience analyzing operational data, business metrics, and system information to support decision-making and process improvements.
- Proficiency with Microsoft Office applications and familiarity with tools such as Jira and SQL.
- Strong written and verbal communication skills, including the ability to communicate complex information to technical and nontechnical audiences.
- Demonstrated ability to independently manage competing priorities, meet deadlines, and deliver quality results in a fast-paced environment.
- Experience developing process documentation, workflows, procedures, or technical requirements.
- Ability to collaborate effectively with cross-functional teams, management, and business stakeholders.

Additional desired experience and skills:

- Experience supporting government contracts, healthcare programs, or other large-scale regulated business environments.
- Experience with CMS Eligibility Support, Health Insurance Marketplace processes, or healthcare eligibility programs.
- Experience with document management systems, intelligent document processing, OCR, workflow automation, or related technologies.
- Advanced SQL skills, including database queries, data analysis, and reporting.
- Experience with Jira, Agile project management, user acceptance testing, and technical implementation processes.
- Experience working with APIs, system integrations, cloud-based technologies, or automated processing solutions.
- Experience leading cross-functional business process improvements or technical initiatives.
- Project Management Professional (PMP), Lean Six Sigma, Certified Business Analysis Professional (CBAP), or similar professional certification.
- Experience mentoring team members or serving as a senior business process or technical subject matter expert.

If you are an experienced business process professional who enjoys solving complex challenges, improving systems, and driving meaningful change, we encourage you to apply!

Join Serco's CMS Eligibility Support team and use your analytical, technical, and collaborative skills to make a meaningful impact on the processes supporting millions of healthcare consumers. Apply today for immediate consideration!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected] .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected] .