Business Analyst / Application Support Specialist (Contact-to-Cash)

ExtensisHR•,

10d•Hybrid

About The Position

The Business Analyst / Application Support Specialist serves as a critical bridge between Extensis HR's business stakeholders and its technology teams. This role combines analytical rigor with hands-on application support to ensure that enterprise systems operate effectively and continue to meet evolving business needs. The incumbent will gather and document requirements, facilitate solution design discussions, support system configuration and testing, and provide responsive Tier 2 application support to internal end-users and operational teams.

Requirements

3+ years of experience in a business analyst, systems analyst, or application support role.
Proficiency in requirements elicitation techniques including interviews, workshops, and workflow analysis.
Experience with enterprise SaaS platforms; familiarity with Salesforce, HRIS, or payroll systems is a plus.
Solid understanding of the SDLC , Agile/Scrum, and BPM delivery methodologies.
Strong analytical skills with the ability to interpret data, identify trends, and communicate findings clearly.
Excellent written and verbal communication skills; ability to translate technical concepts for non-technical audiences.
Requirements Analysis & Documentation
Application Support & Troubleshooting
Stakeholder Engagement & Communication
Agile Collaboration
Data Analysis & Reporting
Process Improvement Mindset

Nice To Haves

Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field is preferred but not required.
IIBA CBAP, PMI-PBA, or equivalent business analysis certification is a plus.
Experience in HR, PEO, or HR technology environments is preferred.

Responsibilities

Partner with business stakeholders across HR, Payroll, Benefits, Sales, and Client Services to elicit, analyze, and document business and functional requirements.
Translate business requirements into clear user stories, process flows, use cases, and functional specifications for technology delivery teams.
Serve as the domain-level quality gate for all client-facing outputs, including sales proposals, renewal communications, onboarding documents, and AI-generated benefits summaries.
Conducting structured QA reviews of carrier plan logic prior to production deployment.
Identify and escalate discrepancies between documented business rules and implemented system behavior.
Provide Tier 2 application support by triaging, diagnosing, and resolving system issues; escalate complex incidents to Tier 3 or vendors as appropriate.
Maintain detailed documentation including process maps, system configuration guides, test plans, and knowledge base articles.
Facilitate requirements and design workshops, sprint reviews, and user acceptance testing sessions.
Monitor system performance and data integrity; proactively identify and report anomalies.
Support data analysis requests by extracting and interpreting data from enterprise applications to inform business decisions.
Participate in Agile ceremonies (sprint planning, daily standups, retrospectives) as a member of cross-functional delivery teams.
Primary domain involvement and SME across the “contact-to-cash” streams including marketing, sales, renewals, underwriting, risk and implementation, with secondary support to other business functions.
Performs additional responsibilities as assigned to support the efficient operation of the department and the organization.
Effective use and understanding of artificial intelligence (AI) tools and technologies to enhance productivity, decision-making, and overall performance.
Maintain awareness of emerging AI applications relevant to their responsibilities, apply AI tools ethically and effectively, and continuously develop their AI proficiency.