L&I IT Business Analyst Journey

State of Washington•Thurston County – Tumwater, WA

1d•Hybrid

About The Position

The Insurance Services Technology Team (ISTT) is seeking a Business Analyst to join their team to ensure the day-to-day program operations for both internal and external customers are fully functional and operating optimally. You will engage and coordinate the work of IT Technical teams for application and system enhancements and issue resolution. In this position you will work with business partners and stakeholders to gather and analyze business requirements, translate them into technical requirements, research solutions and lead the solution through programming estimation, prioritization and development. You will design and conduct appropriate testing to verify functionality and ensure application and system changes meet business requirements. You will be responsible for ensuring the continued security of the department’s confidential data in accordance with RCW, WAC and departmental policies. You will perform professional-level business analysis and technical support for multiple enterprise information systems and have decision making authority for application/system operation, maintenance, oversight and deployments. In this position, you will supervise and direct the work of a team of IT Business Analysts. You will set performance expectations and goals, conduct annual evaluations, and actively support their professional development. You will provide mentorship and coaching to your team on best practices and achieving team standards for quality and performance.

Requirements

Four or more years of progressive and increasingly complex Professional Information Technology experience such as testing, consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, directing IT-related projects, providing customer or technical support.
A Bachelor’s or Associate’s degree in an IT-related field may substitute for up to two years of Information Technology experience. Education and experience may be earned concurrently.
One or more years testing or overseeing testing of software, writing test scripts, test cases or use cases.
Two or more years of professional experience independently researching, evaluating and drawing conclusions from data and supporting recommendations with facts and analysis, interpreting and applying rules, laws, policies and procedures.
Three years of professional experience effectively conveying ideas and facts orally and in writing using language appropriate for the intended audience.
Two or more years partnering with stakeholders to identify and resolve complex or sensitive issues.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

Previous professional experience as a business analyst, client lead or project manager.
Lean process improvement and problem-solving skills.
The ability to lead and work with teams.
Excellent organizational and time management skills; as well as the ability to manage multiple priorities.
Two or more years in positions that would develop understanding of claims management processes i.e. work as a claims manager, policy manager, IT Specialist working as a business area representative for claims management applications.
Ability to work with a variety of stakeholders to identify and understand their needs, concerns and their working environment.
Ability to elicit business requirements from stakeholders and subject matter experts, then translate those business requirements into technical requirements.
Ability to review solution design documents for technical compliance against business requirements, identifying potential gaps between the two.
Ability to manage small IT business project deliverables, coordinating IT resources with resource managers.
Ability to analyze business requirements and design documents to create test plans, test scenarios, test cases, test data and test scripts for different types of testing activities.
Extensive knowledge of Insurances Services’ application/system portfolio.
Ability to provide technical support for business applications using IT tools such as remote desktop, troubleshoot application issues, create and maintain technical documentation for applications/systems, coordinate efforts with the IT Service Desk to ensure all trouble tickets requiring Tier 2 support are effectively resolved.
Ability to provide technical support that consistently meets or exceeds the needs and expectations of customers; using customer satisfaction as a key measure of quality; understanding and being responsive to customers’ objectives and needs; being accessible, timely and responsive in dealing with customers; handling customer inquiries and complaints promptly, and courteously.
Ability to leverage leadership, performance management and staff development skills in the supervision of one or more direct reports.

Responsibilities

Assign and direct the work of other staff and reviews work output to ensure standards are met.
Serve as the lead/primary point of contact during application/system issues that create work stoppages or slowdowns in the systems supported and determine if issues should be elevated to the Incident Response Team (IRT).
Make recommendations to management when IRT is established and create communications to affected staff.
Elicit, define and document business requirements for enhancements or changes to Insurance Services applications/systems or records from business area stakeholders and subject matter experts.
Ensure application/system enhancement or changes adhere to management rules, organizational commitments, measurements, and reporting needs.
Ensure software solutions remain consistent with RCW, WAC, policies and procedures.
Analyze business requirements and design documents for completeness and testability.
Create test data and test plans to ensure that new and revised systems meet the customers’ needs.
Plan, document, evaluate, and track testing results to ensure system applications are free from defects.
Perform application and system testing to confirm changes or enhancements meet requirements without unintended impacts to existing functionality.
Create and maintain technical documentation for Insurance Services applications and systems.
Create and maintain documentation for ISTT processes and workflows.
Monitor, analyze, detect and resolve complex application and system issues.
Provide consultation and make recommendations to customers to prevent application and system outages.
Develop and execute change management plans, coordinating implementation changes.
Manage programming releases that range in complexity.
Develop and execute change management plans, create and maintain implementation schedules.
Serve as subject matter expert for complex issues involving Insurance Services application/system data and data collected by other divisions and external agencies.