Business Systems Manager- Customer Care Management

Position Overview

Business Systems Analyst Manager partners with business and technology teams to improve systems, workflows, and operational processes. The focus is on Customer Support Management (CSM) configuration and leveraging technology to improve business performance, user experience, and operational effectiveness.

• Collaborate with stakeholders and Product Managers to analyze, understand, and document requirements.
• Manage stakeholder expectations around scope, timelines, and deliverables.
• Liaise between business stakeholders and IT to ensure alignment on project goals.
• 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.
• 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.
• 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.
• Validate functionality and coordinate user acceptance testing with stakeholders.
• Research production system issues, resolve user problems, and manage backlog of production issues and enhancement requests.
• Create and execute unit, integration, and UAT test plans where appropriate.
• 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.
• Stai 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.

• 3–5 years of experience in a business analyst role.
• Salesforce domain knowledge and practical experience with Salesforce platforms and applications.
• 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.
• Experience with Agile and Waterfall project management methodologies.
• Proven experience managing technology in a SOX and SOC1 environment.
• Relevant Salesforce or BSA certifications are helpful and should be maintained as applicable.

Base salary range: $105,000 – $179,000. Total rewards include discretionary bonus, variable compensation, and equity plans.

• Health and financial benefits including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative work spaces.
• Flexible work arrangements with a focus on work‑life balance.
• Perks such as book clubs, external speakers, and hackathons.

athenahealth is an equal‑opportunity employer and encourages diversity, equity, and inclusion. All qualified applicants will receive consideration for employment.