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.
Responsibilities
- Act as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teams
- Analyze test center performance across our network — capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per delivery
- Build and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidents
- Translate open-ended business questions into structured analyses — defining the right metrics, sourcing the data, and delivering clear recommendations
- Support demand forecasting and capacity planning, including high-volume testing windows
- Monitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectations
- Conduct root-cause analysis on operational issues — delivery failures, scheduling conflicts, candidate complaints — and recommend process improvements
- Partner across operations, IT, finance, and vendor management; document requirements for system and process improvements
- Present findings to leadership in clear, decision-ready formats and proactively surface insights before they are requested
- Act as the central analytical resource for test center operations, taking on a wide and shifting range of analysis requests from leadership and cross-functional teams
- Analyze test center performance across our network — capacity and seat utilization, scheduling, candidate volumes, no-show and cancellation trends, geographic coverage, and cost per delivery
- Build and maintain dashboards and recurring reports tracking operational KPIs such as throughput, SLA adherence, wait times, and delivery incidents
- Translate open-ended business questions into structured analyses — defining the right metrics, sourcing the data, and delivering clear recommendations
- Support demand forecasting and capacity planning, including high-volume testing windows
- Monitor the performance of testing partners (PSI, ETS, and others) against operational and SLA expectations
- Conduct root-cause analysis on operational issues — delivery failures, scheduling conflicts, candidate complaints — and recommend process improvements
- Partner across operations, IT, finance, and vendor management; document requirements for system and process improvements
- Present findings to leadership in clear, decision-ready formats and proactively surface insights before they are requested
Skills
- Bachelor's degree in Business, Analytics, Statistics, Economics, or a related field
- 3+ years in a business analyst, operations analyst, or data analyst role
- Strong 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 analysis
- Strong communication skills — able to translate data into a clear story for non-technical stakeholders
- Self-starter who can manage multiple competing priorities with minimal oversight
- Experience in the testing, assessment, certification, or examination industry
- Familiarity with test delivery operations and partners such as PSI, ETS, Pearson VUE, or Prometric
- Capacity planning, demand forecasting, or vendor/SLA management experience
- Process improvement exposure (Lean, Six Sigma)
Benefits
- 401(k), pension, or country-specific retirement plans with employer contributions
- Enhanced paid time off/annual leave policies
- Medical insurance tailored to your region, plus:
- US: Dental, vision, life, and short-term disability insurance
- UK: Medical cashback plan including dental, vision, and income protection
- Flexible Spending Accounts (US)
- Employee Assistance Program (EAP): Confidential support whenever you need it
- We understand life happens outside of work, and we fully support flexibility
- Regular global wellness initiatives to help you stay healthy and inspired
- Tools and support to help you grow personally and professionally
- Enjoy a Volunteer Day each year and opportunities to support our communities and industry
Company Overview
PSI 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.