Business Process Analyst - Customer Support Location 7580 Golf Channel Drive, Orlando, Florida Employees work in a hybrid mode - Monday - Thursday Full-time Business Segment: Digital Platforms & Ventures Company Description VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most. As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW, Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, and GolfPass. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service. VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world. Job Description The Opportunity VERSANT is seeking a Business Process Analyst to support Customer Support operations across Golf and Fandango businesses. This role will focus on process optimization, Salesforce reporting, AI-enabled support initiatives, and operational scalability. This position partners cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers to improve workflows, reporting visibility, and operational effectiveness. Why This Role Matters: This role directly supports operational excellence initiatives by enabling scalable reporting, improving customer support workflows, and contributing to AI-driven support enhancements that improve team efficiency and customer experience. This position is designated as hybrid and generally requires in-office collaboration Monday through Thursday from our Orlando, FL office. What You’ll Do - Partner with BPO provider (Dash) to support testing and optimization of AI-driven customer support solutions - Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows - Lead standardization of Salesforce reporting across Customer Support operations - Build and maintain dashboards and reporting frameworks supporting 10+ teams - Ensure reporting accuracy, consistency, and usability for operational decision-making - Document end-to-end business processes and create process maps/workflows - Conduct business process testing to validate system changes and operational requirements Qualifications What You Bring - 2+ years of experience or comparable education in business operations, reporting, analytics, or customer support operations - Salesforce reporting and dashboard experience - Strong analytical, organizational, and problem-solving skills - Ability to manage multiple priorities in a fast-paced environment - Experience documenting workflows and operational procedures - Strong communication and collaboration skills Bonus Points If You Have - Experience with AI-enabled customer support solutions - Experience working with BPO/vendor support teams - Experience in sports, entertainment, media, or digital platform environments How We Do It at VERSANT - Trust through accountability and ownership - Teamwork through collaboration and partnership - Transparency through clear communication and reporting accuracy - Agility through adaptability and continuous improvement - Entrepreneurial Spirit through innovation and proactive problem-solving Why You’ll Love It Here - Opportunity to help shape the future of sports technology and partner experience within a growing digital business. - Collaborative and team-oriented culture focused on innovation, development, and continuous learning. - Exposure to industry-leading brands including GolfNow and GolfPass. - Hybrid work environment designed to support both flexibility and meaningful in-person collaboration. - Competitive compensation and comprehensive benefits offerings designed to support employee well-being and professional growth. At VERSANT, you’ll have the opportunity to contribute to high-impact work supporting industry-leading brands across sports, entertainment, and digital experiences. You’ll join a collaborative environment where innovation, operational excellence, and continuous improvement are valued and encouraged. Additional Information As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com. VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc. VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.

Role Description Agilious is seeking a highly skilled Senior Business Analyst with a minimum of 10 years of experience to lead product discovery, requirements elicitation, and backlog management. In this role, you will analyze customer business needs, evaluate policies and workflows, and translate complex business processes into actionable technical requirements. As a vital bridge between business and technology, you will collaborate closely with customer stakeholders, Product Managers, Product Owners, and development teams. You will lead the collection, capture, and management of mission user needs across the entire lifecycle—from initial concept development and feature writing to development support and final deployment. Location/Remote: This position is primarily remote, with select day(s) working from a location in the DC-MD-VA metro region. Public Trust Clearance: Public Trust Clearance must be obtainable. What You’ll Do: - Requirements Elicitation & Backlog Management - Facilitate Discovery: Lead workshops, interviews, and discussions with stakeholders, partners, and end-users to elicit, analyze, and prioritize mission needs. - Deconstruct Scope: Collaborate with Product Managers and product teams to decompose large SAFe epics into features, user stories, and tasks that are clear and executable for the development team. - Define Acceptance Criteria: Partner with POs, stakeholders, and developers to establish robust user acceptance criteria for features and user stories. - Maintain Traceability: Facilitate and maintain end-to-end requirements traceability from the initial project vision through product delivery. - Agile & SAFe Execution - Backlog Refinement: Actively develop, refine, and maintain the product backlog in collaboration with the extended product team. - Release & PI Planning: Apply SAFe expertise to contribute heavily to release planning, Program Increment (PI) planning, and aligning team outputs with portfolio roadmaps. - Developer Alignment: Serve as a highly accessible resource for developers during sprints, workshops, and technical discussions regarding new functionality. - Process Improvement & Strategy - Drive Efficiency: Envision and design requirements for tool and workflow enhancements that streamline processes, reduce friction, and improve key performance metrics. - Stakeholder Alignment: Apply advanced facilitation techniques to create a shared understanding among diverse stakeholders and help shape product strategy. - Communication & Presentation - Bridge the Gap: Translate complex technical concepts for non-technical stakeholders and confidently present findings, recommendations, and project scope. - Other similar professional duties may be assigned as needed. Qualifications - Experience Level: Senior (10+ Years) - Methodology: Agile / SAFe (Scaled Agile Framework) - Core Experience: 10+ years of experience as a Senior Business Analyst or in a closely related position. - Agile/SAFe Expertise: Minimum of 7 years of hands-on experience working within Agile implementation teams, specifically writing user stories, refining backlogs, and participating in release/PI planning. Strong experience with SAFe frameworks is required. - SDLC Mastery: Proven experience with the full Software Development Lifecycle (SDLC) of Agile IT projects, including deep expertise in requirements definition, analysis, and documentation. - Tooling: Hands-on, proficient experience with Jira (or equivalent Agile management tools). - Autonomy & Delivery: Proven ability to see complex tasks through to completion without significant guidance; comfortable multitasking and managing shifting priorities across projects if required. - Interpersonal Skills: Exceptional oral, written, and presentation communication skills. Adept at collaborating as a team player alongside both highly technical resources and non-technical business partners. Education and Training - Degree: Bachelor’s degree in Computer Science, Data Analytics, Business Intelligence, Economics, Statistics, Mathematics, or a related field. - Master’s Degree in a related field preferred. - Subject matter expertise in the field of work. - Proven track record of work experience as a senior business analyst. Benefits - At Agilious, we put our people first. As a team-focused company, we foster a collaborative environment where every contractor has a voice, opportunities to develop professionally, and the support to thrive. - If you’re looking for a career where you can learn, contribute, and grow, we’d love to hear from you. - We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. - At this time, Agilious is unable to provide sponsorship for employment authorization for this position.

Role Description We are looking for someone who genuinely operates across BA and PM roles — someone who can go deep on cybersecurity requirements in the morning and present a data-backed product recommendation to senior stakeholders in the afternoon. - You will own the translation layer between compliance and product: taking technical security concepts and turning them into crisp requirements, user stories, and insights that drive real roadmap decisions. - You will be embedded across our B2B SaaS and B2C consumer product lines, and you need to be comfortable with the distinct dynamics each brings. Qualifications - 5+ years of experience in a hybrid PM and BA role. - Experience across both B2B SaaS and B2C consumer products; you understand how user needs, data models, and stakeholder dynamics differ between the two. - Deep, hands-on cybersecurity knowledge is required; you should be able to interpret a compliance requirement and write a product spec from it without support. - Strong data and analytics skills; experience building dashboards or reports that inform product decisions, not just track output. - Proven ability to communicate complex technical topics clearly to non-technical stakeholders. - Experience with consent management platforms (CMPs) and the ability to translate privacy and consent requirements into product specifications. - Experience with subscription billing platforms such as Stripe or Chargebee, including familiarity with billing logic and how billing requirements surface in product design. - Proficiency with diagramming and wireframing tools such as Lucidchart or equivalent. - Familiarity with NIST, SOC 2, or ISO 27001 and the ability to apply them in a product context. - Fluency in Agile/Scrum; experience with Azure DevOps or equivalent tools. - Strong written and spoken English proficiency. Requirements - This role can be working from any state of Mexico, Aguascalientes is preferred. Benefits - Thrive in a diverse, respectful, and inclusive environment. - Join global employee networks that promote engagement, development, and belonging. - Celebrate individuality while working as part of a united, values-driven team.

Role Description Responsible for facilitating and performing complex research and analysis to support business operations. Discerns business needs, elicits, documents, and manages requirements, and develops business and functional requirements to solve larger and/or more complex business problems through enabling technology and/or improved business processes. Work completed would be focused on broader business unit, process or other solution context (domain) but also involves working with technical partners to communicate business requirements. - Elicit, analyze, document and manage requirements for changes to business processes, policies, information, and information systems for larger and/or more complex business problems. - Develop and elicit requirements for departmental and corporate projects that are more complex in nature as requested by internal/external customers; prepare business and functional requirements. - Communicate and validate requirements with stakeholders and identified SMEs. - Ensure creation of and adherence to requirements approach and management plan in alignment with an overall project plan. - Collaborate with project teams to adhere to solution scope and create and maintain requirements traceability. - Drive and execute business readiness activities including the communication plan to support changes to technology, processes and people. - Support training and conduct focused analysis to ensure efficiency of project implementations and ensure desired results. - Develop new procedures, specifications for systems changes or other solution recommendations for more complex product and/or process changes. - Work with cross functional management and staff to implement changes. - Design and conduct post implementation audits and create customer feedback mechanisms to gather ongoing information about business processes. - Analyze results and create plans to address weaknesses. - Identify the business process and organizational impact of solutions; conduct analysis of workflow process and designs, test and implement solutions. - Ensure managed requirements change request process and documentation throughout project lifecycle. - Develop and maintain reporting tools for use in measuring business area performance against metrics/industry benchmarks and ensuring data integrity and systems stability in support of operations management. - Provide timely and accurate access to data, distribute reports and present/explain results to business area supported as well as to other BCBSNC areas. - Work with trainers to develop training programs that target problem areas. - Use and promote industry standard analysis techniques, such as data flow modeling, use-case analysis, workflow analysis, business process mapping, functional decomposition analysis and/or financial ROI modeling for larger and more complex initiatives. - Independently create effective presentations for review by varied levels of leadership; thoroughly document all analysis assumptions, procedures and results in a manner appropriate for both senior executive and management review. - Proactively identify areas of potential business risk, on projects both within and outside of control, make recommendations related to mitigation and escalate as necessary. - Build and support strong business vendor relationships by documenting business issues, determining project needs, and supporting training as needed. - Provide oversight and regularly perform peer reviews for less experienced analysts. Qualifications - Bachelor's degree or advanced degree (where required). - 5+ years of experience in related field. - In lieu of degree, 7+ years of experience in related field. Requirements - Salary Range: $81,068.00 - $129,708.00. - Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications, and other business and organizational needs. - Base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. - *Based on annual corporate goal achievement and individual performance. Benefits - Annual Incentive Bonus* - 401(k) with employer match - Paid Time Off (PTO) - Competitive health benefits and wellness programs Company Description We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC . If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com .