Enterprise Operations Business Analyst II

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Our Enterprise Operations team is currently seeking a Business Analyst II out of our Worcester, MA office.
This is a full time, exempt role.

POSITION OVERVIEW:
The Enterprise Operations Business Analyst Level II is responsible for applying intermediate-level business and technical expertise to support enterprise operations systems across key areas, including Agency Licensing, Billing, Commission, and Print & Mail production technologies.
This role serves as a liaison between Enterprise Operations and IT teams, contributing to production support efforts and participating in small to medium-sized technology initiatives. The analyst supports process changes and helps ensure operational continuity across business functions.
In coordination with Corporate Compliance and Information Security, the Analyst assists in maintaining compliance through activities such as self-audits, user access reviews, internal audits, and market conduct examinations.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

• Demonstrate and embody the Hanover CARE values: Collaboration, Accountability, Respect, and Empowerment.
• Exhibit and continue developing an understanding of Enterprise Operations, including core processes, services, business objectives, and industry trends.
• Apply operational knowledge to support production assignments and projects; demonstrate intermediate understanding of business strategies.
• Participate in gathering business needs and assist in analyzing processes and drivers to help define problems and recommend solutions.
• Execute assigned projects with minimal assistance, collaborating with business partners and team members to ensure successful completion of deliverables.
• Create and execute test plans for small to medium-sized projects with accuracy and efficiency.
• Serve as a project team member on initiatives of small to medium scope and basic to moderate complexity, or on sub-projects within larger efforts; seek guidance from more experienced team members as needed.
• Perform system validation during outages (including weekends as needed) and communicate findings to stakeholders.
• Identify and evaluate opportunities to streamline workflows or processes; contribute ideas for improvement.
• Conduct self-audits and user access reviews within defined timeframes.
• Support and maintain the Learning & Development (L&D) framework.
• Assist with internal audits and state market conduct examinations.
• Cultivate collaborative relationships with business and IT partners to support operational needs.
• Ensure clear and consistent communication with sponsors, stakeholders, and team members through email, meetings, and presentations.

REQUIRED SKILLS/KEY COMPETENCIES AND EXPERIENCE::

• Bachelor’s degree preferred, or equivalent professional experience.
• 3–5 years of relevant experience in operations and/or technology roles.
• Strong customer service orientation, with demonstrated awareness of stakeholder needs.
• Solid critical thinking and analytical skills; able to complete assignments accurately and raise questions when needed.
• Thrives both independently and in collaborative team environments; demonstrates initiative and a proactive approach to problem-solving.
• Quickly learns and troubleshoots new systems and software applications.
• Strong organizational and time management skills; able to manage multiple tasks and adjust priorities as needed.
• Demonstrates effective planning and execution to achieve desired outcomes.
• Strong written and verbal communication skills; adapts messaging to suit different audiences.
• Adapts easily to changing priorities, requirements, and environments.
• Working knowledge of IT environments and enterprise systems.
• Proficient in Microsoft Office 365 (Excel, Word, PowerPoint), Windows OS, SharePoint, and internet navigation.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Ability to use a personal computer and other standard office equipment
• Ability to sit and/or stand for extended periods
• Ability to work in a fast paced, changing or stressful environment

CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:
To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation:
The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.