Business Support Senior Analyst, Revenue Cycle

Position Summary

The Business Support Senior Analyst serves as a critical bridge between Third Party Revenue Cycle business operations and IT teams, managing the end-to-end production support and project lifecycle, troubleshooting critical incidents, identifying opportunities to optimize application performance, and supporting system change requests and strategic initiatives.

The Senior Analyst leads incident and problem management efforts by triaging inbound tickets, facilitating coordination between business and IT teams, and conducting thorough root cause analysis (RCA) to prevent recurrence. They support release and deployment activities, including business requirements gathering, UAT execution, deployment validation, and rollback coordination to ensure successful system rollouts. The role also partners with QA and testing teams during release planning and provides regular status updates to leadership.

Additionally, the Senior Analyst monitors system exception reporting to proactively identify anomalies and minimize downstream impacts to AR operations. They translate complex technical issues into clear, business-friendly communication and develop standardized playbooks and documentation to support operational teams.

The Senior Analyst is innovative and adaptable, operating effectively both independently and within cross-functional teams, while driving continuous improvement and operational excellence.

• Serve as the primary point of contact for DDAT IT teams, leading communication of system events, outages, downtimes, and other critical updates to business stakeholders.
• Manage incident/defect tracking, change requests, and project-related deliverables across initiatives.
• Develop and deliver system release review materials, including comprehensive overviews of upcoming changes, impacts, and supporting resources.
• Partner with teams to create and maintain training materials and support documentation related to system releases, enhancements, and process changes.
• Implement structured, data-driven prioritization frameworks for IT change requests (CRs) and projects, partnering with business stakeholders to gather input, drive alignment, and deliver strategic recommendations.
• Gather, document, and interpret business and system requirements; partner with business stakeholders to prioritize requests and guide IT direction.
• Lead and actively participate in business requirements sessions to ensure alignment between business and IT teams on defined goals, objectives, and scope. Drive structured discussions to keep initiatives on track, while capturing and organizing incremental enhancements or "wish list" items for future roadmap inclusion. Ensure strict adherence to agreed scope, timelines, and budget constraints.
• Support business partners with facilitation and execution of User Acceptance Testing (UAT) for system releases.
• Collaborate with cross-functional business and IT teams on enterprise initiatives, data validation efforts, and project execution.
• Own and monitor critical data and reporting processes supporting Accounts Receivable (AR) revenue cycle operations.
• Perform data validation and analytics on core Third Party system datasets to identify data discrepancies, trends, and opportunities for improvement.
• Develop high-quality process maps, use case diagrams, and other key artifacts to support departmental planning and system understanding.
• Analyze and interpret system design documentation and requirements to evaluate system functionality and alignment with business needs.
• Lead and facilitate working sessions with both small and large stakeholder groups to identify root causes, pinpoint issues, and drive actionable recommendations for resolution.
• Partner with IT and business teams to conduct root cause analysis and develop solutions that align with business requirements and strategic objectives.
• Identify and evaluate internal and external opportunities for automation, process improvements, and optimization of existing workflows.
• Assess available pipeline solutions and emerging tools to enhance efficiency, scalability, and operational effectiveness.
• Evaluate opportunities to leverage AI and advanced technologies to improve processes, decision-making, and overall system performance.
• Maintain awareness of active project roadmaps across departments and identify opportunities for alignment, integration, and cross-functional synergies.
• Provide independent meeting facilitation, driving structured discussions, building consensus, and progressing initiatives through key milestones.
• Support Business Support team operations as needed, including backup coverage for team members and departmental administrative responsibilities.

• Proven experience building and maintaining strong relationships with internal and external partners to ensure clear, effective, and accurate communication.
• Demonstrated ability to work independently and collaboratively to troubleshoot root causes, define problems,…