Senior IT Business Analyst – Disciplined Contract Management (DCM)

Manulife • Boston, MA

2d • Hybrid

About The Position

Disciplined Contract Management (DCM) is a core value-generating pillar within the Long-Term Care (LTC) Customer Care Transformation. The DCM portfolio focuses on operational risk reduction, regulatory adherence, straight-through processing (STP) expansion, and digital claims modernization across platforms including Salesforce, core claims processing and policy administration systems, legacy rules/benefits engines, digital self-service portals, and supporting data/automation capabilities. This role will serve as an embedded Technology Business System Analyst (TBSA) / Senior IT Business Analyst to provide analytical continuity, requirements leadership, and durable institutional knowledge across multi-year initiatives. The TBSA will translate complex policy/contract and business rules into clear, testable requirements and user stories; partner closely with Product Owners, Technical Product Owners, Engineering, QE, and Operations; and reduce delivery risk by preventing ambiguity, rework, and defects.

Requirements

• Total 8+ years IT industry experience
• At least 5+ years of experience as a Business Analyst / Business Systems Analyst / IT Business Analyst supporting technology delivery initiatives.
• Demonstrated ability to translate complex business rules and policy/contract language into clear functional requirements, user stories, and acceptance criteria.
• Strong requirements practices: elicitation, decomposition, prioritization support, ambiguity management, and change control.
• Hands‑on experience supporting delivery on Salesforce and/or similar CRM/service platforms.
• Experience supporting Agile delivery (Scrum/Kanban), including backlog refinement, sprint planning support, and day‑to‑day collaboration with engineering teams.
• Ability to document and communicate end‑to‑end process flows and data impacts; strong systems thinking across upstream/downstream dependencies.
• Experience partnering with Quality Engineering (QE) / QA to define testable acceptance criteria and support test planning, UAT, and defect triage.
• Excellent communication and facilitation skills with both business and technical audiences; ability to drive alignment across multiple stakeholders.
• Comfort working across multiple systems and business domains; ability to learn new platforms quickly in a regulated environment.

Nice To Haves

• Experience in insurance (Life, LTC, Annuities) and familiarity with claims/benefit eligibility processes, regulatory controls, and audit needs.
• Experience working with policy administration and claims processing systems and/or large modernization programs.
• Experience documenting and validating data mappings and business rules across integrations and data/automation workflows.
• Proficiency with Jira and Confluence (or equivalent tools) for story writing, workflow, and documentation.
• Experience with straight‑through processing (STP) initiatives, automation enablement, and process modernization.
• Familiarity with AI/analytics-enabled solutions (e.g., invoice controls, document analytics, fraud analytics) and associated data flows.
• BA and/or Agile certifications (e.g., CBAP/CCBA, CSPO/CSM, PMI‑PBA/PMI‑ACP) are a plus.

Responsibilities

• Lead end‑to‑end requirements management for DCM initiatives, from intake/discovery through implementation, validation, and post‑release support.
• Elicit, analyze, and document business and functional requirements, including policy/contract interpretation and translation of business rules into deterministic system logic.
• Translate requirements into epics, features, and user stories with clear, testable acceptance criteria; ensure stories are appropriately sliced for iterative delivery.
• Facilitate workshops and working sessions with business SMEs, Product Owners, Technical Product Owners, Engineering, QE, Operations, and Compliance/Audit stakeholders; drive decisions and document outcomes.
• Support solution design by partnering with technology teams to identify data mappings, upstream/downstream impacts, integrations, and process changes across Salesforce, core claims processing and policy administration platforms, legacy rules/benefits engines, digital self‑service channels, and automation/data platforms.
• Maintain traceability from requirements to stories, test coverage, and implementation evidence to support auditability and regulatory confidence.
• Partner with QE to develop test scenarios aligned to acceptance criteria; support UAT planning/execution and validate outcomes against business intent.
• Support delivery teams during build with timely clarification, defect triage support, and change impact assessment; help prevent rework and defects caused by ambiguous requirements.
• Create and maintain durable documentation (process flows, decision logs, business rules, data definitions, and runbooks as needed) to retain institutional knowledge across multi‑year initiatives.

Benefits

• health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans.
• various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
• up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year
• full range of statutory leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed