Senior Business Systems Analyst
About The Position
The Senior Business Systems Analyst provides centralized support and intake for the Medical Stop Loss technology platform. The role triages and prioritizes support requests, production issues, defects, enhancements, and operational escalations; coordinates assignment and resolution across business, technology, and vendor teams; manages the operational queue and backlog; and keeps stakeholders informed. The analyst also supports operational readiness, project-to-business-as-usual transitions, knowledge management, and continuous improvement by identifying recurring issues and translating them into process, training, documentation, or platform enhancements. The position serves as a business-facing contact for platform users, validates and classifies reported issues, assesses business impact and priority, and coordinates issues through resolution. It maintains a consolidated support, defect, bug, and enhancement backlog; facilitates reviews; tracks decisions, ownership, dependencies, releases, and completion; and escalates urgent, high-impact, or stalled items. The role also supports post-release stabilization, readiness, documentation, training, and clear communications to stakeholders, delivery teams, vendors, and leadership.
Requirements
- Minimum of five years of progressive experience in business systems, application support, service operations, product operations, business analysis, or a related function is preferred.
- Experience coordinating business and technical issues across users, internal support teams, delivery teams, and external vendors.
- Experience managing support queues, incidents, service requests, defects, enhancements, or product backlogs in an enterprise environment.
- Experience assessing business impact and translating business needs into priorities, ownership assignments, acceptance requirements, and actionable next steps.
- Experience supporting operational readiness, release transitions, stabilization activities, or project-to-business-as-usual handoffs.
- Experience developing and maintaining operating procedures, troubleshooting guides, knowledge articles, onboarding materials, or end-user training content.
Nice To Haves
- Working knowledge of ServiceNow or comparable IT service-management tools, Jira or Azure DevOps, Microsoft 365, SharePoint, and reporting or dashboard tools.
- Bachelor’s degree in business, information systems, operations, information technology, computer science, or a related discipline; equivalent relevant education and professional experience may be considered.
- ITIL Foundation or comparable service-management training.
- Product Owner, Scrum, Lean Six Sigma, business analysis, or platform-specific certification aligned with assigned responsibilities.
- Certified Business Analysis Professional (CBAP), Certification of Capability in Business Analysis (CCBA), or Project Management Professional (PMP).
Responsibilities
- Serve as the primary business-facing intake and support contact for users of the Medical Stop Loss technology platform.
- Collaborate with business stakeholders to understand reported issues, workflow impacts, business needs, and desired outcomes.
- Ensure support requests include sufficient details about affected users, processes, examples, evidence, timing, impact, workarounds, urgency, and desired outcomes.
- Validate reported behavior, gather missing information, and classify requests as support, training, process, data or integration, access, defect, bug, or enhancement needs.
- Assess severity and priority based on business impact, affected users, downstream consequences, available workarounds, recurrence, compliance considerations, and timing.
- Route requests to the appropriate internal specialist, technology team, Product Owner, enterprise partner, vendor, or external support group.
- Monitor requests through resolution, including aging, blockers, dependencies, response commitments, ownership, and service-level risks.
- Coordinate cross-functional issue resolution, maintain accountability for next steps, communicate status, and confirm resolution with the requesting business area before closing requests.
- Own and maintain the consolidated operational support, defect, bug, and enhancement backlog for assigned platform capabilities.
- Facilitate recurring queue and backlog reviews with stakeholders, Product Owners, Technology Delivery, QA, and vendor or partner teams.
- Document business value, operational impact, affected users, urgency, dependencies, evidence, and acceptance criteria for prioritization.
- Track backlog decisions, actions, vendor responses, target releases, blockers, testing requirements, and completion evidence.
- Escalate urgent, high-impact, aging, or repeatedly stalled items through established operational and leadership channels.
- Participate in project-to-business-as-usual transitions and post-release stabilization, ensuring support ownership, intake channels, escalation contacts, access, runbooks, known issues, and knowledge transfer are established.
- Identify operational readiness gaps and communicate risks, dependencies, and recommended acceptance conditions to component owners and delivery leadership.
- Maintain operating procedures, onboarding and access guidance, troubleshooting materials, knowledge articles, job aids, release notes, and training content.
- Identify recurring questions, issues, and operational pain points and translate them into process improvements, training updates, knowledge materials, or enhancement candidates.
- Provide concise, executive-ready communications about issue status, risks, decisions, ownership, dependencies, and next steps.
Benefits
- Paid time off for company holidays, vacation, sick, and personal days.
- Paid parental leave.
- Mental health services.
- Bonuses and benefits for full-time roles.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
