Business Analyst - Customer Service Systems

HealthPartners is currently hiring a Business Analyst - Customer Service Systems. This role plays a critical part in supporting the HealthPartners Customer Service System (HCSS), Online Benefits (OLB), and Voice and Messaging (VAM) platforms. The position partners closely with business stakeholders to gather and translate business requirements into effective technical solutions, provides ongoing support to application users, and ensures required approvals and documentation are completed to enable strong change management practices. The role also collaborates on the development and execution of test plans to ensure applications are thoroughly tested throughout the development lifecycle.

HCSS supports customer service operations across eligibility, claims, authorizations, provider networks, and benefits by documenting all customer interactions and workflows. OLB enables accurate benefit definition and presentation, supporting clear and consistent benefit quoting, including during open enrollment. VAM supports customer communications through IVR, call monitoring, outbound dialing, and SMS text messaging.

Required Qualifications:

• Bachelor's degree in Computer Science, or four (4) years of equivalent professional IT experience; related degrees such as Business Administration or Management Information Systems may be considered.
• One (1) year of Business Analyst experience.
• Two (2) years of experience supporting health plan operations, contact center systems, or business analysis functions. Handson experience with enduser software, programming languages, and/or database technologies is required.
• In depth experience with word processing, e-mail, and spreadsheet software
• Effectively establish and maintain working relationships with peers and constituents.
• Good written and oral communication skills for technical and non-technical topics
• Effectively analyze and resolve problems.
• Ability to read technical documentation.
• Arbitration skills
• Ability to manage a high degree of change.

Preferred Qualifications:

• Experience with business analysis practices, including writing user stories and journey mapping, as well as familiarity with Jira and Agile methodologies.
• Experience with Microsoft tools, including Power BI, Power Automate, and Copilot Agents.

Hours/Location:

• M-F; core business hours.
• This position may operate in a hybrid capacity; however, onsite presence at the Bloomington office is required every Tuesday, with additional onsite days as needed for occasional meetings or workgroup sessions.

Responsibilities:

• Reviews application problems: informing business partners of status and expected resolutions.
• Provides training, documentation, and support for business partners for system changes and/or new developments.
• Serves as a liaison between business partners and application development team members to interpret, analyze, document, and validate functional requirements.
• Designs screens, reports, and dataflow to align with business needs.
• Documents and tracks business application request lifecycles, ensuring priorities, changes and issues are managed for IT application development.
• Gathers information regarding costs and resource availability for SRFs, mid-sized projects and issue resolution.
• Tracks, maintains, and retains documentation that supports the adherence to IT standards, processes, and procedures.
• Clarifies and documents processes, policies, and/or procedural changes for development staff and for business partners.
• Ensures that the appropriate approvals and documentation for change control and problem management are retained.
• Documents data flows through applications; demonstrating system functionality.
• Creates and executes test plans for small to mid-sized system changes.