Business Systems Analyst

Smith Rx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, Smith Rx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of Smith Rx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

The Business Systems Analyst (BSA) will serve as the operational anchor and triage resource for the Business Systems team. This individual is responsible for establishing, scaling, and managing the Jira intake queue for business system enhancements and support tickets coming from Sales, Marketing, Revenue Operations, Account Management, Customer Support, and Product/Engineering.

The ideal candidate has sharp systems-thinking abilities, SaaS tools experience, strong Salesforce administration skills, and a proven track record of triaging incoming requests, analyzing technical feasibility, defining clear acceptance criteria, and prioritizing work in an active fast-moving and agile environment.

• Own the end-to-end Jira intake process, evaluating new requests, resolving ambiguity, assessing system feasibility, and routing issues efficiently to keep the Business Systems queue organized.
• Translate loose user feedback and broad stakeholder pain points into deeply detailed, technical Jira user stories with precise acceptance criteria.
• Execute hands-on Salesforce administration (Flows, validation rules, page layouts, user security, and data management) to implement approved ticket requests.
• Oversee and troubleshoot integrations between Salesforce and critical third-party tooling such as Five9, Ironclad, and Docu Sign.
• Run backlog grooming and sprint planning sessions, collaborating with technical leads to balance hotfixes/bugs with long-term strategic projects.
• Proactively manage stakeholder expectations, providing transparent updates on ticket status, SLAs, delays, and releases.
• Build robust Salesforce reports and dashboards to give key business units real-time visibility into their processes.
• Write clear Standard Operating Procedures (SOPs) and technical documentation so that system changes are easily understood and auditable.

• Bachelor’s degree or equivalent experience
• 4+ years of relevant experience
• 2+ years of experience actively managing, triaging, and scaling Jira service desks, engineering backlogs, or similar ticketing workflows.
• Experience configuring or maintaining third-party tools integrated with Salesforce (e.g., Five9, Docu Sign, Ironclad).
• Proven ability to quickly categorize urgent bugs, system enhancements, and general questions while identifying downstream technical impacts.
• Ability to create reports and dashboards to support business decision-making.
• Strong analytical and problem-solving skills, with the ability to gather and translate business requirements into technical solutions.
• The ability to push back gracefully on stakeholders, explain complex system limitations in plain English, and bridge the gap…