Business Analyst, Services Coordinator

Job Description:

• Serve as the primary liaison between clients, business stakeholders, and internal operational teams
• Gather, analyze, and document client and business requirements
• Translate client needs into functional requirements and actionable work items
• Facilitate communication between business stakeholders and technical teams
• Participate in requirements reviews, solution discussions, and service enhancement planning
• Identify process improvement opportunities and recommend solutions
• Serve as a primary contact for service-related requests and inquiries
• Coordinate service provisioning and support activities across internal teams
• Monitor service requests and ensure timely completion
• Provide status updates and communications to clients and stakeholders
• Escalate issues, risks, and service delivery concerns
• Participate in projects involving new services, enhancements, and operational improvements
• Coordinate service readiness and support implementation efforts
• Assist with project planning, testing, operational impact assessments, and transition-to-support activities
• Create, manage, track, and close service requests, incidents, and work items
• Use ServiceNow to manage incidents, requests, changes, and service fulfillment activities
• Use Azure DevOps to track user stories, defects, tasks, and project work items
• Support ALM processes, requirements tracking, testing coordination, defect management, and release support
• Develop and maintain service procedures, operational documentation, knowledge articles, and reference materials
• Support training and process documentation for internal stakeholders

Requirements:

• Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field, or equivalent work experience
• Experience in business analysis, service coordination, operations support, or client-facing roles
• Experience using ServiceNow in a user capacity to manage incidents, requests, and service workflows
• Experience using Azure DevOps (ADO) in a user capacity to manage work items, user stories, defects, and project tasks
• Familiarity with Application Lifecycle Management (ALM) processes and tools
• Strong analytical, problem-solving, and organizational skills
• Excellent verbal and written communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and customer service orientation
• Knowledge of ITIL service management principles
• Experience supporting software development or service delivery organizations
• Experience working with cross-functional business and technical teams
• Experience supporting project implementation and operational readiness activities
• ServiceNow user-level experience
• Azure DevOps (ADO) user-level experience
• ALM tools user-level experience
• Microsoft 365, including Teams, Outlook, Word, Excel, and PowerPoint
• Video camera required for screenings, interviews, and initial orientation week
• Stable internet connection and quiet location required for screenings, interviews, and meetings
• Must not use AI tools, virtual backgrounds/filters, or visual enhancements during interviews

Benefits:

• Work flexibility
• Learning and career development
• Fully remote options from Contiguous US locations only
• Flexible vacation policy
• 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• Leadership and technical development academies
• Video cameras used during interviews and initial orientation week
• Stable internet and quiet location for screenings, interviews, and meetings