Software Engineer
Business Systems Manager focused on Customer Support Management, translating business needs into clear requirements, designing and implementing solutions, and optimizing workflows to enhance user experience and operational effectiveness.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary The Business Systems Analyst Manager partners with business and technology teams to improve systems, workflows, and operational processes. In this role, you will gather and translate business needs into clear requirements, support solution design and implementation, and help ensure new capabilities deliver measurable value.
This role is focused on Customer Support Management (CSM) configuration and on using technology to improve business performance, user experience, and operational effectiveness.
About the Team This team works closely with stakeholders, Product Managers, and technical teams to define requirements, support solution delivery, and improve business processes. The work combines analysis, documentation, configuration, testing, and issue resolution to support scalable and efficient operations.
Core Responsibilities
Stakeholder collaboration
Work closely with stakeholders and Product Managers to analyze, understand, and document requirements.
Manage stakeholder expectations around scope, timelines, and deliverables.
Serve as a liaison between business stakeholders and IT to ensure alignment on project goals.
Requirements gathering and analysis
Collect, analyze, and document functional and technical requirements for new projects, enhancements, and production issues.
Assess current business processes and identify gaps, risks, and improvement opportunities.
Translate business needs into clear requirements that support solution design and implementation.
Process design and documentation
Develop business process models and current/future state design documents.
Maintain documentation such as business requirements, use cases, process flows, functional specifications, user stories, data schemas, and data flow diagrams.
Continuously evaluate processes for improvement and automation opportunities.
Solution delivery and configuration
Collaborate with Product Managers and technical teams to define and implement system enhancements.
Recommend best practices and process improvements for scalability and efficiency.
Conduct application configuration in Salesforce and supporting applications.
Assist with data mapping and system integrations.
Proactively manage upgrades and maintenance for existing applications.
Testing and issue resolution
Validate functionality and coordinate user acceptance testing with stakeholders.
Research production system issues and resolve user problems, escalating when necessary.
Assist with managing the backlog of production issues and enhancement requests.
Create and execute unit, integration, and UAT test plans where appr
Posted June 21, 2026