Business Analyst – OpenText

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