Senior Business Systems Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the main business-facing intake and support liaison for users of the Medical Stop Loss technology platform.

• Triage, validate, categorize, prioritize, and delegate platform inquiries, production challenges, access issues, defects, enhancement requests, and operational escalations.

• Work in partnership with business stakeholders to comprehend reported problems, workflow impacts, business requirements, and desired outcomes.

• Ensure support requests include adequate information and collect any missing details and evidence.

• Evaluate severity and priority based on business impact, affected users, downstream effects, workarounds, recurrence, compliance, and timing.

• Direct requests to the appropriate business specialists, Technology Delivery teams, Product Owners, enterprise partners, vendors, or external support groups.

• Oversee open requests, monitor aging, blockers, dependencies, response commitments, ownership, and service-level risks until resolution.

• Coordinate cross-functional issue resolutions, maintain accountability, communicate status updates, and confirm resolution before closure.

• Manage and uphold the consolidated operational support, defect, bug, and enhancement backlog.

• Lead recurring queue and backlog reviews with stakeholders, Product Owners, Technology Delivery, QA, and vendors or partners.

• Document business value, operational impacts, urgency, dependencies, evidence, and acceptance criteria for prioritization.

• Track decisions regarding the backlog, actions taken, vendor responses, releases, blockers, testing requirements, and completion evidence.

• Escalate urgent, high-impact, aging, or stalled items through operational and leadership escalation pathways.

• Engage in project-to-business-as-usual transitions and post-release stabilization, establishing support ownership, intake channels, escalation contacts, access, runbooks, known issues, and knowledge transfer.

• Identify operational readiness gaps and communicate risks, dependencies, and suggested acceptance conditions.

• Maintain standard operating procedures (SOPs), onboarding and access instructions, troubleshooting materials, knowledge articles, job aids, release notes, and training content.

• Recognize recurring issues and transform them into process enhancements, training updates, knowledge materials, or platform improvements.

• Deliver concise, executive-ready updates on issue status, risks, decisions, ownership, dependencies, and next steps.

⛳️ Requirements

• At least five years of progressive experience in business systems, application support, service operations, product operations, business analysis, or a related field is preferred.

• Proven experience in coordinating business and technical concerns among users, internal support teams, delivery teams, and external vendors.

• Experience managing support queues, incidents, service requests, defects, enhancements, or product backlogs within an enterprise setting.

• Ability to assess business impact and translate business needs into clear priorities, ownership assignments, acceptance criteria, and actionable next steps.

• Experience in supporting operational readiness, release transitions, stabilization efforts, or project-to-business-as-usual handoffs.

• Proficient in developing and maintaining standard operating procedures, troubleshooting guides, knowledge articles, onboarding documents, or end-user training materials.

• Familiarity with ServiceNow or similar IT service-management tools, Jira or Azure DevOps, Microsoft 365, SharePoint, and reporting or dashboard tools is preferred.

• Bachelor’s degree in business, information systems, operations, information technology, computer science, or a related discipline is preferred.

• Equivalent relevant education and professional experience may also be taken into account.

• ITIL Foundation or a comparable service-management certification is preferred.

• Certifications in Product Ownership, Scrum, Lean Six Sigma, business analysis, or platform-specific areas are preferred when aligned with assigned duties.

• CBAP, CCBA, or PMP designations may also be considered relevant.

• Capacity to perform essential job functions, with reasonable accommodations available.

🏝️ Benefits

• Paid company holidays.

• Vacation days.

• Sick days.

• Personal days.

• Paid parental leave.

• Mental health services.

• Bonuses for full-time positions.

• Comprehensive benefits package.

• Reasonable accommodations for individuals with disabilities.