Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
SUMMARY
The Lead Business Systems Analyst role drives operational excellence, quality governance, and team enablement across the Business Systems Analyst function. The role coaches and mentors analysts, monitors operational performance and team capacity, promotes standardized practices, and leads process improvement efforts to strengthen delivery across Product Support and project work.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following (other duties may be assigned):
Training and Mentorship
Coach, mentor, and support Business Systems Analysts at all experience levels
Partner with Training and Onboarding Supervisor to support onboarding of new teammates to ensure effective ramp-up
Guide team members in resolving complex: Business analysis challenges
Process inefficiencies
Execution-related issues
Promote knowledge sharing and continuous development across the team
Leading Through Influence / Monitoring Operational Performance
Operate as a functional leader through influence, without direct supervisory authority
Monitor key operational metrics, including: Time tracking accuracy and timeliness
Service levels and responsiveness
Sprint performance and backlog health
Monitor team capacity, workload distribution, and bandwidth
Identify resource constraints, delivery risks, and potential bottlenecks
Provide insights and recommendations to leadership to support prioritization and decision-making
Promote Standardized Practices
Perform quality oversight of business requirements, Jira tickets, and supporting artifacts
Ensure adherence to established standards (e.g., Definition of Ready / Done)
Promote consistency in tools, documentation, and workflows
Support enforcement of standards and best practices across the broader team
Partner with stakeholders to improve operational effectiveness and delivery quality
Process Improvement
Partner with leadership to identify and implement quality and efficiency improvements across business systems and workflows
Drive continuous improvement of standard operating procedures (SOPs)
Evaluate workflow effectiveness and recommend enhancements
Ensure adoption and consistency of improved processes across the team
Training Enablement
Partner with Training and Onboarding Supervisor to develop, maintain, and enhance training materials for Business Systems Analysts
Ensure training content reflects current tools, processes, and standards
Promote accessibility and consistency of training resources across programs
Additional Responsibilities
Partner with cross-functional teams including Product Owners, Engineering, QA, and Business Stakeholders
Support alignment between Product Support and Project delivery priorities
Contribute to improving overall team effectiveness, consistency, and delivery outcomes
CERTIFICATES, LICENSES AND REGISTRATION
Preferred: Agile, Business Analysis, or Process Improvement certifications (CBAP, PMI-PBA, Lean Six Sigma, etc.)
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical & Domain Expertise
Proficiency with Jira, Microsoft Office tools, and related business systems
Experience working with insurance and operational systems (preferred)
Knowledge of process improvement methodologies, including continuous improvement and workflow optimization
Familiarity with automation tools and platforms to improve efficiency and reduce manual effort
Foundational AI literacy, including the ability to leverage AI tools to enhance analysis, documentation, and process outcomes
Professional & Analytical Competencies
Leadership and Collaboration
Pay Range
$100,000.00 - $140,000.00 Annual
The pay range provided above is made in good faith and based on our lowest and highest annual…