Business Analyst - Services Coordinator

Gainwell Technologies is a healthcare technology company that helps clients improve the health and well-being of the members they serve. The Business Analyst - Services Coordinator serves as a liaison between clients, business stakeholders, and internal teams, managing requirements, service requests, ticket coordination, project support, documentation, and process improvement.

Responsibilities:

• Gather, analyze, and document client and business requirements
• Translate client needs and business requests into functional requirements and actionable work items
• Facilitate communication between business stakeholders and technical teams to ensure requirements are clearly understood
• Participate in requirements review sessions, solution discussions, and service enhancement planning
• Identify process improvement opportunities and recommend solutions that improve operational efficiency and client experience
• Serve as a primary point of contact for service-related requests and inquiries
• Coordinate service provisioning and support activities across multiple internal teams
• Monitor the progress of service requests and ensure timely completion
• Provide regular status updates and communications to clients and stakeholders
• Escalate issues, risks, and service delivery concerns as needed
• Participate as a stakeholder on projects involving new services, enhancements, or operational improvements
• Coordinate service readiness activities and support implementation efforts
• Assist with project planning, testing activities, operational impact assessments, and transition-to-support activities
• Support successful deployment of new services and process changes
• Create, manage, track, and close service requests, incidents, and related work items
• Utilize ServiceNow in a user capacity to manage incidents, requests, changes, and service fulfillment activities
• Utilize Azure DevOps (ADO) in a user capacity to track user stories, defects, tasks, and project-related work items
• Support Application Lifecycle Management (ALM) processes, including requirements tracking, testing coordination, defect management, and release support
• Ensure all requests and work items are properly documented and routed to the appropriate teams
• Develop and maintain service procedures, operational documentation, knowledge articles, and reference materials
• Ensure documentation remains accurate, current, and aligned with organizational standards
• Support the creation of training and process documentation for internal stakeholders

Requirements:

• Bachelor's degree in Business, Information Technology, Healthcare Administration, or a related field, or equivalent work experience
• Experience in business analysis, service coordination, operations support, or client-facing roles
• Experience using ServiceNow in a user capacity to manage incidents, requests, and service workflows
• Experience using Azure DevOps (ADO) in a user capacity to manage work items, user stories, defects, and project tasks
• Familiarity with Application Lifecycle Management (ALM) processes and tools
• Strong analytical, problem-solving, and organizational skills
• Excellent verbal and written communication abilities
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Strong attention to detail and customer service orientation
• Knowledge of ITIL service management principles
• Experience supporting software development or service delivery organizations
• Experience working with cross-functional business and technical teams
• Experience supporting project implementation and operational readiness activities