Business System Support Analyst

This department is responsible for DDKY’s enterprise system provided on a software-as-a-service (SaaS) basis by SKYGEN, a technology platform for insurance benefits encompassing client set-up and billing, benefit eligibility, claims processing, customer service, provider network data, broker/producer payment, and the data warehouse.

This position is responsible for production support, documentation, testing, and configuration of the system; assisting with business analyst functions such as needs assessment, planning, analysis, and implementation; supporting requests for new functionality; aiding in vendor communication; monitoring system processes.

• Participate in implementing SKYGEN Enterprise System (ES) quarterly releases, including coordination and/or execution of preliminary and detailed impact analysis of all system changes with business owners and IT
• Assist in system configuration and coordinating mass updates and change requirements
• Develop data/test scripts used for automated and manual testing scenarios for use in facilitation/execution of smoke testing, regression testing, and User Acceptance Testing (UAT) of ES releases
• Triage and report issues found during release testing and ensure readiness for production
• Triage work orders and change requests to determine necessary department specific system enhancements
• Participate in organization-level strategic initiatives as well as operating system process-based initiatives
• Facilitate custom solution delivery through regression tests, establishing plan for enhancement delivery and implementation
• Further analyze system functionality and identify/recommend enhancements and/or process changes to accommodate future operational and product needs
• Interact with process owners, business owners, and system users to translate business requirements into technical specifications
• Facilitate updates to ES to accommodate required corporate policy and regulatory/global changes
• Manage troubleshooting and tracking of reported production support issues, including development, testing, and implementation of solutions
• Provide defect management and coordinate deployment of solutions with ES vendor and internal resources
• Manage inventory of business process workflows, training catalogs, custom functionality, and test cases
• Proactively anticipate problems and provide alternatives as needed
• Establish a rapport with the internal business unit leaders and foster on-going communication regarding business needs to develop proactive solutions
• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Position requires a bachelor’s degree in computer science, business, or equivalent technical institute degree or significant or relevant on-the-job experience in lieu of degree. The preferred candidate will have a background in business analysis, quality assurance testing, or IT and 3 or more years of experience in insurance or healthcare. Will accept any suitable combination of education, training, or experience.

Position requires the ability to map functional requirements for ES to vendor and internal system modifications; ability to work with business units to analyze, document, and make recommendations on process improvements; strong analytical and problem-solving skills with the ability to make timely and sound decisions; excellent verbal and written communications, presentation, and effective listening skills; strong meeting facilitation and communication skills working across all levels of the organization; ability to manage competing priorities in a complex environment.

Position also requires proficiency in technology applications and tools, specifically Microsoft Office skills (Outlook, Word, Excel, PowerPoint, OneNote) and hosting online meetings with tools such as WebEx, GoToMeeting, Teams or Zoom. SQL query skills and Microsoft Visio, SmartDraw or other graphical diagram tool experience are preferred. Infrequent overnight travel may be required.