Business Analyst (Contact Center)

Job Description

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine.

Covetrus has over 100,000 customers around the globe. Summary: We are seeking a proactive and service-oriented Business Analyst (Contact Center) to establish and manage a centralized support capability within our Finance/Accounting Shared Services organization. This role will be responsible for designing and delivering a scalable process flows that support customer, vendor, and employee inquiries across Payroll, Invoice-to-Pay (I2P), and Order-to-Cash (O2C) functions. The role will provide support via self-service tools and by partnering with Shared Services functional teams to resolve more complex inquiries.

The ideal candidate will drive service excellence through self-service portals, internal/external sites, ticketing systems, SLAs and performance metrics, chatbots, AI agents, and a multi-pronged interaction strategy that includes telephony, prompt menus, and dynamic routing based on call volume fluctuations and multi-time zone operations. Key Responsibilities: Service Delivery & Support Model Design and implement an Accounting Contact Center Shared Services Help Desk framework to support internal & external inquiries.

Develop and maintain service level agreements (SLAs) with business and corporate stakeholders. Ensure timely and accurate resolution of tickets through standardized workflows and escalation protocols. Partner with Payroll, I2P, and O2C teams to resolve more complete inquiries and improve support processes.

Technology & Automation Deploy and optimize ticketing platforms, chatbots, and AI agents in collaboration with Finance, IT and other functional areas. Develop and maintain self-service tools including portals, inter/intranet sites, and FAQ & forms repositories. Design and implement telephony systems, prompt menus, and routing logic to manage incoming inquiries efficiently across time zones and varying call volumes.

Performance Monitoring & Reporting • Develop and track KPIs related to ticket resolution time, customer satisfaction, and service quality. Benchmark against Shared Services and Global Business Services (GBS) industry best practices to identify gaps and opportunities.

Propose innovative strategies and approaches to elevate service delivery and user experience. Continuous Improvement • Source, manage, and execute a portfolio of initiatives focused on improving help desk efficiency and responsiveness. • Conduct root cause analysis on recurring issues and recommend process or system changes.

Collaborate with functional teams to ensure help desk content and workflows remain accurate and relevant. Qualifications: Bachelor’s degree in Business, Operations, IT, or related field. 5+ years of experience in service delivery, help desk operations, or Shared Services support roles.

Experience with ticketing systems (e. g. , ServiceNow), chatbot platforms, telephony systems, and knowledge management tools.

Strong analytical skills and familiarity with performance metrics and reporting tools. Excellent communication, problem-solving, and stakeholder management skills. Project Management or Six Sigma certification is a plus.

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