L&I IT Business Analyst -Journey

State of Washington•Thurston County – Tumwater, WA

3d•Hybrid

About The Position

The Insurance Services Technology Team (ISTT) is seeking a Business Analyst 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 shepherd 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. In this position, you will perform professional-level business analysis and technical support for multiple enterprise information systems. In addition, you will also support onboarding activities for new Insurance Services employees and serve as a liaison between business area users and IT teams to identify issues, communicate requirements, and support successful implementation of technology improvements.

Requirements

Four years of progressive and increasingly complex Information Technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, directing IT-related projects, providing customer or technical support; or supervising staff that performed work composed any of these Information Technology disciplines.
A Bachelor’s or Associate’s degree in an IT-related field may substitute for up to two years of Information Technology experience.
Two 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.
Professional level Lean Facilitation 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.

Responsibilities

Monitor, analyze, detect and resolve complex application and system issues.
Serve as subject matter expert for complex issues involving Insurance Services application/system data and data collected by other divisions and external agencies.
Maintain application and system administrative tables.
Provide consultation and make recommendations to customers for application and system changes that meet their needs and to prevent application and system outages.
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.
Use ADO to create backlog items, document user stories, acceptance criteria, testing progress, and deployment schedules.
Design documents for completeness and testability.
Develop and execute change management plans, coordinating implementation changes.
Create test data and test plans to ensure new and revised systems meet the customers’ needs.
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.