Job Title: Business Analyst – OpenText
Location: Remote
Job Type: Contract
Job Summary
We are seeking an experienced Business Analyst with hands-on experience in OpenText to support Customer Communication Management (CCM) and document automation initiatives. This role focuses on streamlining high-volume, personalized customer communications such as insurance policies, billing statements, financial documents, and claim letters.
The ideal candidate will act as a liaison between business stakeholders (Claims, Compliance, Marketing, Operations) and IT teams, leveraging Cincom Eloquence’s Microsoft Word-embedded interface to automate document workflows and improve operational efficiency.

Key Responsibilities
Template Design & Document Management
Design, develop, and maintain document templates using Microsoft Word within OpenText
Implement conditional logic, dynamic data mapping, and personalization features
Manage template version control and content governance
Workflow Automation
Analyze existing manual or paper-based processes and convert them into automated workflows
Support event-driven and batch processing communication models
Improve turnaround time and reduce operational bottlenecks
Requirement Gathering & Analysis
Collaborate with business stakeholders to gather and document requirements
Translate business needs into functional specifications for customer communications
Ensure regulatory compliance for renewals, billing notices, policy updates, and disclosures
Integration & Data Mapping
Partner with IT teams to integrate Eloquence with CRM, ERP, and policy administration systems
Map data elements to document outputs ensuring accuracy and consistency
Compliance & Quality Assurance
Ensure documents meet regulatory and audit standards
Conduct thorough testing and validation of dynamic document outputs (Print, PDF, Email, Web)
Support UAT and production deployment processes

Required Skills & Qualifications
Hands-on experience with OpenText or similar CCM platforms
Strong expertise in Microsoft Word templates, Mail Merge, and WordML
Familiarity with XML-based architectures and data structures
Strong analytical and process-mapping skills
Ability to communicate effectively with both technical and non-technical stakeholders
Experience in Insurance (P&C or Health) or Financial Services/Banking preferred

Preferred Qualifications
Experience with document automation and content management systems
Knowledge of regulatory compliance requirements in insurance or financial industries
Experience supporting enterprise-scale communication platforms

Business Analyst – OpenText

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