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Remote, Oregon, United States
Remote only
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary
The Business Systems Analyst Manager partners with business and technology teams to improve systems, workflows, and operational processes. In this role, you will gather and translate business needs into clear requirements, support solution design and implementation, and help ensure new capabilities deliver measurable value.
This role is focused on Customer Support Management (CSM) configuration and on using technology to improve business performance, user experience, and operational effectiveness.
About the Team
This team works closely with stakeholders, Product Managers, and technical teams to define requirements, support solution delivery, and improve business processes. The work combines analysis, documentation, configuration, testing, and issue resolution to support scalable and efficient operations.
Core Responsibilities
Stakeholder collaboration
Work closely with stakeholders and Product Managers to analyze, understand, and document requirements.
Manage stakeholder expectations around scope, timelines, and deliverables.
Serve as a liaison between business stakeholders and IT to ensure alignment on project goals.
Requirements gathering and analysis
Collect, analyze, and document functional and technical requirements for new projects, enhancements, and production issues.
Assess current business processes and identify gaps, risks, and improvement opportunities.
Translate business needs into clear requirements that support solution design and implementation.
Process design and documentation
Develop business process models and current/future state design documents.
Maintain documentation such as business requirements, use cases, process flows, functional specifications, user stories, data schemas, and data flow diagrams.
Continuously evaluate processes for improvement and automation opportunities.
Solution delivery and configuration
Collaborate with Product Managers and technical teams to define and implement system enhancements.
Recommend best practices and process improvements for scalability and efficiency.
Conduct application configuration in Salesforce and supporting applications.
Assist with data mapping and system integrations.
Proactively manage upgrades and maintenance for existing applications.
Testing and issue resolution
Validate functionality and coordinate user acceptance testing with stakeholders.
Research production system issues and resolve user problems, escalating when necessary.
Assist with managing the backlog of production issues and enhancement requests.
Create and execute unit, integration, and UAT test plans where appropriate.
Data and reporting
Conduct data analysis, write queries, and develop reports.
Assess stakeholder data needs and recommend optimal data sources.
Use data to monitor progress and guide prioritization.
Continuous improvement
Stay current on technology trends and best practices.
Identify opportunities to improve efficiency, scalability, and user experience.
Support informed decision-making through analysis and business acumen.
Required Experience & Skills
3–5 years of experience in a business analyst role.
Salesforce domain knowledge.
Practical experience with Salesforce platforms and applications preferred.
Strong written, verbal, and presentation skills.
Strong analytical, investigative, and problem-solving skills.
Ability to document user stories, business processes, data schemas, and data flow diagrams.
Familiarity with Jira, Confluence, Salesforce, Bitbucket, and Git.
Experience with unit, integration, and user acceptance testing preferred.
Experience with both Agile and Waterfall project management methodologies preferred.
Proven experience managing technology in a SOX and SOC1 environment.
Relevant Salesforce or BSA certifications are helpful and should be maintained as applicable.
Why This Role Matters
This role helps ensure business needs are translated into effective, well-documented, and scalable technology solutions. The work supports stronger workflows, better system performance, and improved collaboration between business and technology teams.
Expected Compensation
$105,000 - $179,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
