Operations Business Analyst

Hyderabad, Telangana, India. Posted 4 days ago

The role

The Business Analyst supports the Customer Care Exchange team as a hands-on analyst and Subject Matter Expert. This person will find and fix process gaps, automate workflows using AI and low code tools, and provide support for IPA and GFax processes.

What you will do

Provide day-to-day support on IPA and GFax cases and issues.
Review work to find process gaps, repeat issues, and avoidable effort.
Run root cause analysis and define corrective and preventive actions.
Work with product teams to understand releases and upskill the team.
Use AI and low code tools to automate workflows.
Collaborate with product, automation, and technology teams to resolve customer issues.
Plan and run UAT and assess risks and business impact of changes.
Perform QA audits, process audits, and PKTs.
Provide SME assistance to CSAs and other Business Analysts.
Build and maintain KPI and quality dashboards in Power BI or Excel.

Required qualifications

B.S. degree in Computer Science, MIS, Engineering, or a related discipline, or a combination of education and related work experience.
2+ years of work experience as a Business Analyst or Operations Business Analyst.
Experience supporting RPA or IPA solutions and automation projects.
Experience using AI tools to improve workflows.
Experience with QA audits, process audits and PKTs.
Experience handling customer escalations and acting as an SME for support teams.
Hands on experience with Salesforce, including case management, reports and Knowledge.
Working knowledge of IPA and RPA solutions and the support processes around them, including GFax.
Practical use of AI tools (Claude, Slack AI, Agentforce) and Microsoft Power Apps and Power Automate.
Proficiency in Excel, SQL or Power BI.
Experience with process mapping, gap analysis and root cause analysis.
Experience with UAT and change rollout.

Nice to have

Experience in Customer care or support operations.
Experience in Healthcare, Supply Chain, Procurement or Customer Support.

About the company

Global Healthcare Exchange (GHX) is a healthcare business and data automation company that enables better patient care and billions in savings by maximizing automation and efficiency. The company is privately owned and employs more than 1000 people worldwide.