Business Process Analyst

Washington, DC
Apr 02, 2023
Apr 05, 2023
Analyst, Business
Full Time

AARP Foundation works to end senior poverty by helping vulnerable people over 50 build economic opportunity. Our approach emphasizes equitable outcomes for populations that have faced systemic discrimination. We serve all people 50 plus and their families. Through vigorous legal advocacy and evidence-based solutions, and by building supportive community connections, we foster resilience, advance equity and restore hope.

The Business Process Analyst supports the Tax-Aide program. Tax-Aide has over 25K volunteers, operates in all 50 states and the District of Columbia and serves over 1.2 million taxpayers. The Business Process Analyst analyzes the programs' systems to ensure alignment with the organization's goals and objectives. Leads the development of the program's systems, including the Volunteer Portal and Zendesk solutions. Ensures accurate analytics, measurement of SLAs and KPI, reports on end-to-processes and business outcomes, monitors key business drivers and identifies opportunities for operational improvement. Ensures the smooth operations of the existing functionalities in both platforms, identifies and proposes new functionalities that works to enhance the user experience. Monitors, identifies, analyzes and reports bugs and solutions. Serves on the enterprise-wide Business Product Council for the Volunteer Portal. Collaborates with management, program staff, and volunteers to identify opportunities to streamline processes and to develop new procedures that support the business unit/department.


  • Uses and analyzes data to recommend program and process improvements and to measure outcomes.
  • Assists with management and provides oversight of business operations for organization programs including financial, IT, systems development and implementation, business processes and compliance, and data reporting systems and procedures.
  • Collaborates with program management to support and maintain stakeholder relationships including volunteers, participants, and partners.
  • Performs project and process management activities as needed.
  • Prepares reports, documentation, surveys, and trend analyses for internal stakeholders of data associated within the scope of position.
  • Keeps internal stakeholders apprised of upcoming milestones and facilitates modifications as necessary.
  • Performs data entry, reconciliations, and quality control to ensure the integrity and accuracy of all data within the scope of position.


  • Bachelor's degree in Business or related discipline and 5+ years of experience implementing process improvements across programs.
  • Salesforce Systems Administrator certification highly preferred.
  • Experience with supporting large organizations with development and execution of operational process changes.
  • Demonstrated ability to work in a fast-paced, matrix environment with a multitude of competing priorities.
  • Proven track record in interpreting, compiling, and analyzing complex data, and problem identification and solving.
  • Preference to take on responsibility, coordinate multiple projects at once, and deliver professional work-product promptly and on deadline.
  • Strong project planning skills to include, but not limited to writing and presentation skills.
  • Ability and willingness to travel on occasion.

Additional Requirements
  • Regular and reliable job attendance
  • Effective verbal and written communication skills
  • Exhibit respect and understanding of others to maintain professional relationships
  • Independent judgement in evaluation options to make sound decisions
  • In office/open office environment with the ability to work effectively surrounded by moderate noise

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.