[Remote] Business Analyst - Test Center Operations

Note: The job is a remote job and is open to candidates in USA. PSI Services LLC is a company that values fairness and opportunity, fostering an environment where employees can thrive. They are seeking a versatile Business Analyst to support their test center operations by providing analytical insights that drive decision-making and improve performance metrics.ResponsibilitiesAct as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teamsAnalyze test center performance across our network — capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per deliveryBuild and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidentsTranslate open-ended business questions into structured analyses — defining the right metrics, sourcing the data, and delivering clear recommendationsSupport demand forecasting and capacity planning, including high-volume testing windowsMonitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectationsConduct root-cause analysis on operational issues — delivery failures, scheduling conflicts, candidate complaints — and recommend process improvementsPartner across operations, IT, finance, and vendor management; document requirements for system and process improvementsPresent findings to leadership in clear, decision-ready formats and proactively surface insights before they are requestedAct as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teamsAnalyze test center performance across our network — capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per deliveryBuild and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidentsTranslate open-ended business questions into structured analyses — defining the right metrics, sourcing the data, and delivering clear recommendationsSupport demand forecasting and capacity planning, including high-volume testing windowsMonitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectationsConduct root-cause analysis on operational issues — delivery failures, scheduling conflicts, candidate complaints — and recommend process improvementsPartner across operations, IT, finance, and vendor management; document requirements for system and process improvementsPresent findings to leadership in clear, decision-ready formats and proactively surface insights before they are requestedSkillsBachelor's degree in Business, Analytics, Statistics, Economics, or a related field3+ years in a business analyst, operations analyst, or data analyst roleStrong proficiency in Excel and SQL; experience building dashboards (Power BI, Tableau, or similar)Proven ability to take ambiguous, open-ended questions and independently scope and deliver an analysisStrong communication skills — able to translate data into a clear story for non-technical stakeholdersSelf-starter who can manage multiple competing priorities with minimal oversightExperience in the testing, assessment, certification, or examination industryFamiliarity with test delivery operations and partners such as PSI, ETS, Pearson VUE, or PrometricCapacity planning, demand forecasting, or vendor/SLA management experienceProcess improvement exposure (Lean, Six Sigma)Benefits401(k), pension, or country-specific retirement plans with employer contributionsEnhanced paid time off/annual leave policiesMedical insurance tailored to your region, plus:US: Dental, vision, life, and short-term disability insuranceUK: Medical cashback plan including dental, vision, and income protectionFlexible Spending Accounts (US)Employee Assistance Program (EAP): Confidential support whenever you need itWe understand life happens outside of work, and we fully support flexibilityRegular global wellness initiatives to help you stay healthy and inspiredTools and support to help you grow personally and professionallyEnjoy a Volunteer Day each year and opportunities to support our communities and industryCompany OverviewPSI has over 70 years of experience providing worldwide testing solutions to corporations, federal and state government agencies, professional associations, certifying bodies and leading academic institutions. It was founded in 1946, and is headquartered in Olathe, Kansas, USA, with a workforce of 1001-5000 employees. Its website is https://www.psiexams.com.