Senior IT Business Analyst – Disciplined Contract Management (DCM)

Disciplined Contract Management (DCM) is a core value-generating pillar within the Long-Term Care (LTC) Customer Care Transformation. The DCM portfolio focuses on operational risk reduction, regulatory adherence, straight-through processing (STP) expansion, and digital claims modernization across platforms including Salesforce, core claims processing and policy administration systems, legacy rules/benefits engines, digital self-service portals, and supporting data/automation capabilities.

This role will serve as an embedded Technology Business System Analyst (TBSA) / Senior IT Business Analyst to provide analytical continuity, requirements leadership, and durable institutional knowledge across multi-year initiatives. The TBSA will translate complex policy/contract and business rules into clear, testable requirements and user stories; partner closely with Product Owners, Technical Product Owners, Engineering, QE, and Operations; and reduce delivery risk by preventing ambiguity, rework, and defects.

Office location: Boston - USA

Work arrangement: Hybrid - 3 days in office, 2 days from Home.

Remote working option is not available.

Position Responsibilities:

• Lead end‑to‑end requirements management for DCM initiatives, from intake/discovery through implementation, validation, and post‑release support.

• Elicit, analyze, and document business and functional requirements, including policy/contract interpretation and translation of business rules into deterministic system logic.

• Translate requirements into epics, features, and user stories with clear, testable acceptance criteria; ensure stories are appropriately sliced for iterative delivery.

• Facilitate workshops and working sessions with business SMEs, Product Owners, Technical Product Owners, Engineering, QE, Operations, and Compliance/Audit stakeholders; drive decisions and document outcomes.

• Support solution design by partnering with technology teams to identify data mappings, upstream/downstream impacts, integrations, and process changes across Salesforce, core claims processing and policy administration platforms, legacy rules/benefits engines, digital self‑service channels, and automation/data platforms.

• Maintain traceability from requirements to stories, test coverage, and implementation evidence to support auditability and regulatory confidence.

• Partner with QE to develop test scenarios aligned to acceptance criteria; support UAT planning/execution and validate outcomes against business intent.

• Support delivery teams during build with timely clarification, defect triage support, and change impact assessment; help prevent rework and defects caused by ambiguous requirements.

• Create and maintain durable documentation (process flows, decision logs, business rules, data definitions, and runbooks as needed) to retain institutional knowledge across multi‑year initiatives.

Required Qualifications:

• Total 8+ years IT industry experience

• At least 5+ years of experience as a Business Analyst / Business Systems Analyst / IT Business Analyst supporting technology delivery initiatives.

• Demonstrated ability to translate complex business rules and policy/contract language into clear functional requirements, user stories, and acceptance criteria.

• Strong requirements practices: elicitation, decomposition, prioritization support, ambiguity management, and change control.

• Hands‑on experience supporting delivery on Salesforce and/or similar CRM/service platforms.

• Experience supporting Agile delivery (Scrum/Kanban), including backlog refinement, sprint planning support, and day‑to‑day collaboration with engineering teams.

• Ability to document and communicate end‑to‑end process flows and data impacts; strong systems thinking across upstream/downstream dependencies.

• Experience partnering with Quality Engineering (QE) / QA to define testable acceptance criteria and support test planning, UAT, and defect triage.

• Excellent communication and facilitation skills with both business and technical audiences; ability to drive alignment across multiple stakeholders.

• Comfort working across multiple systems and business domains; ability to learn new platforms quickly in a regulated environment.

Preferred Qualifications:

• Experience in insurance (Life, LTC, Annuities) and familiarity with claims/benefit eligibility processes, regulatory controls, and audit needs.

• Experience working with policy administration and claims processing systems and/or large modernization programs