[Hiring] Senior Business Systems Analyst @Ryan Specialty

Role Description

The Senior Business Systems Analyst provides a centralized support and intake function for the Medical Stop Loss technology platform. The role triages and prioritizes support requests, production issues, defects, enhancements, and operational escalations; coordinates assignment and resolution across business, technology, and vendor teams; manages queue health and the operational backlog; and ensures stakeholders receive timely, clear communication. The analyst also supports operational readiness, project-to-BAU transitions, knowledge management, and continuous improvement by identifying recurring issues and translating them into process, training, documentation, or platform enhancements.

Job Responsibilities

• Serves as the primary business-facing intake and support contact for users of the Medical Stop Loss technology platform.
• Collaborates with business stakeholders to understand reported issues, workflow impacts, business needs, and desired outcomes.
• Ensures support requests contain sufficient information, including the affected user or team, business process, transaction or example, supporting evidence, timing, impact, workaround, urgency, and requested outcome.
• Validates reported behavior, gathers missing information, and classifies requests as user support, training needs, process gaps, data or integration issues, access needs, application defects, bugs, or enhancements.
• Assesses severity and priority based on business impact, affected users, downstream consequences, workaround availability, recurrence, compliance considerations, and timing sensitivity.
• Routes requests to the appropriate Ryan Specialty Benefits specialist, Technology Delivery team, Product Owner, enterprise partner team, vendor, or external support group.
• Monitors open requests, aging, blocked items, unresolved dependencies, response commitments, ownership acceptance, and service-level risks through resolution.
• Coordinates cross-functional issue resolution, maintains accountability for next steps, communicates status to stakeholders, and confirms resolution with the requesting business area before closure.
• Owns and maintains the consolidated operational support, defect, bug, and enhancement backlog for assigned platform capabilities.
• Facilitates recurring queue and backlog reviews with business stakeholders, Product Owners, Technology Delivery, QA, and vendor or partner teams.
• Documents business value, operational impact, affected users, urgency, dependencies, supporting evidence, and acceptance criteria to support prioritization decisions.
• Tracks backlog decisions, committed actions, vendor responses, target releases, blockers, testing requirements, and completion evidence.
• Escalates urgent, high-impact, aging, or repeatedly stalled items through established operational and leadership escalation paths.
• Participates in project-to-business-as-usual transitions and post-release stabilization activities.
• Identifies operational readiness gaps and communicates associated risks, dependencies, and recommended acceptance conditions to component owners and delivery leadership.
• Maintains standard operating procedures, onboarding and access guidance, troubleshooting materials, knowledge articles, job aids, release notes, and training content.
• Identifies recurring questions, issues, and operational pain points and translates them into process improvements, training updates, knowledge materials, or platform enhancement candidates.
• Provides concise, executive-ready communications regarding issue status, risks, decisions, ownership, dependencies, and next steps to business stakeholders, delivery teams, vendors, and leadership.

Qualifications

• Minimum of five years of progressive experience in business systems, application support, service operations, product operations, business analysis, or a related function is preferred.
• Experience coordinating business and technical issues across users, internal support teams, delivery teams, and external vendors.
• Experience managing support queues, incidents, service requests, defects, enhancements, or product backlogs within an enterprise environment.
• Experience assessing business impact and translating business needs into clear priorities, ownership assignments, acceptance requirements, and actionable next steps.
• Experience supporting operational readiness, release transitions, stabilization activities, or project-to-business-as-usual handoffs.
• Experience developing and maintaining standard operating procedures, troubleshooting guides, knowledge articles, onboarding materials, or end-user training content.
• Working knowledge of ServiceNow or comparable IT service-management tools, Jira or Azure DevOps, Microsoft 365, SharePoint, and reporting or dashboard tools is preferred.
• Bachelor’s degree in business, information systems, operations, information technology, computer science, or a related discipline is preferred.

Requirements

• ITIL Foundation or comparable service-management training is preferred.
• Product Owner, Scrum, Lean Six Sigma, business analysis, or platform-specific certification is preferred where aligned with the assigned responsibilities.
• Certified Business Analysis Professional (CBAP), Certification of Capability in Business Analysis (CCBA), or Project Management Professional (PMP) may also be considered relevant.

Benefits

• Comprehensive benefits package to support physical, financial, and emotional well-being goals.
• Paid time off for company holidays, vacation, sick and personal days.
• Paid parental leave and mental health services.

Company Description

Ryan Specialty is an Equal Opportunity Employer committed to building and sustaining a diverse workforce. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions.