Business Systems Manager- Onboarding

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

The Business Systems Manager is an individual contributor responsible for delivering and supporting Operations Technology initiatives by partnering with athenahealth business process owners, athenaIT (aIT) Product and Project Managers, Business Systems Analysts, and Development team members.  As part of the athenaIT Operations Technology team, this role will focus primarily on technologies supporting our Onboarding and Services teams.  She/he will actively participate in the support and expansion supporting Operations platforms at athenahealth.  

The successful candidate will be an experienced, high-energy, detail-oriented and highly analytic business analyst with experience in Professional Services, Customer Success, Customer Support, and Business Operations functions of a high-tech software company.  She or he will have demonstrated the ability to transform business requirements into system enhancements that ultimately advance Operations Technology initiatives and serve value to all employees of athenahealth.  Attributes of a successful candidate are described here:  

Job Responsibilities:  

·       Partner with Customer Success, Customer Support, Business Operations, Professional Services and data stakeholders to analyze, understand and improve employee productivity and end-user effectiveness  

·       Gather, analyze and document functional and technical requirements for new projects, enhancements to existing solutions, and production issues reported by end users  

·       Create business process models using best practice techniques, including current and future state solution design documents using requirements gathered

·       Define and implement system enhancements that advance the goals of the business, advising on best practices, and recommending process improvements to ensure scalability and efficiency 

·       Create and execute unit, integration and user acceptance test plans, including use cases and test data

·       Create, deliver and present end-user training materials to Salesforce users throughout the organization

·       Research production system issues, resolve user problems and escalate when necessary

·       Help manage backlog of production issues and enhancement requests

·       Perform application configuration activities primarily in Salesforce, and other supporting force.com applications 

·       Manage stakeholder relationships and prioritize athenaIT configuration/development activities that best support business objectives

Typical Qualifications:  

·       6-10 years’ work experience in a business analyst (system administration) supporting a post-sale (Customer Success, Customer Support, Professional Services, Business Operations) organization  

·       Hands-on experience with a Professional Services Application such as Cloud Coach, Salesforce Service Cloud, Community and other integrated and / or force.com applications including but not limited to Gainsight and data analytics tools

·       Familiarity with tools such as