Additional Information
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.
Manulife · Boston, MA