Senior Implementation Analyst

Overview

The Senior Implementation Analyst captures client context, constraints, and business goals, translating them into structured, actionable inputs for product teams. This role operates with greater autonomy than an Implementation Analyst, handling more complex programs and serving as a resource for junior team members on documentation standards, discovery facilitation, and escalation judgment. The Senior IA works in close partnership with Implementation Managers and delivery teams, supporting - but not replacing
- Product Owners. Like all Implementation Analysts, this role works from templates owned and maintained by Product and does not author new feature specifications or requirements outside of existing templates. When a client need falls outside available templates, the Senior IA escalates to Product and helps frame the gap clearly to support intake.

The Senior Implementation Analyst captures client context, constraints, and business goals, translating them into structured, actionable inputs for product teams. This role operates with greater autonomy than an Implementation Analyst, handling more complex programs and serving as a resource for junior team members on documentation standards, discovery facilitation, and escalation judgment. The Senior IA works in close partnership with Implementation Managers and delivery teams, supporting - but not replacing
- Product Owners. Like all Implementation Analysts, this role works from templates owned and maintained by Product and does not author new feature specifications or requirements outside of existing templates. When a client need falls outside available templates, the Senior IA escalates to Product and helps frame the gap clearly to support intake.

• Lead structured client discovery sessions for complex or high-priority programs, capturing patient population, therapy characteristics, prescriber and pharmacy channel design, call center workflow requirements, data inputs and outputs, and edge cases
• Translate client conversations into structured delivery inputs: configuration specifications, data mapping requirements, workflow documentation, and edge case handling guides
• Partner with the Implementation Consultant to validate that program design accurately reflects client intent before delivery begins, and flag risks or ambiguities earlier in the engagement cycle
• Review configuration and builds during development to confirm alignment with documented client requirements, flag discrepancies before they reach QA
• Identify when a client requirement cannot be met through existing platform capabilities and surface it clearly to the Implementation Manager for formal escalation to Product, providing enough context to support a well-formed product request
• Maintain current documentation throughout the engagement (requirements, decisions, change log, and open questions), and set the standard for documentation quality on shared engagements
• Serve as a documentation and discovery resource for Implementation Analysts and Associate Implementation Analysts, reviewing their work, answering questions, and escalating gaps to the Implementation Consultant when needed
• Participate in UAT for the programs they support, coordinating with the Implementation Manager on participant logistics and reviewing test cases for completeness against documented requirements
• Lead the development of training and change management materials for complex programs, drawing on accurate documentation of configured workflows and edge case handling
• Own template and knowledge base contributions for the programs they support, documenting reusable patterns and client context insights that improve future implementations
• Take an active role during hypercare - monitoring issues, triaging whether they represent configuration errors, training gaps, or platform defects, and managing escalations with appropriate urgency

• 5+ years of experience in business analysis, client implementation, or technical documentation, with at least 2 years in a healthcare or specialty pharmacy environment
• Demonstrated ability to independently facilitate complex discovery sessions and produce documentation that is usable by technical teams without clarification
• Strong written communication skills: configuration specifications, workflow documentation, and edge case guides are consistently precise and complete
• Solid working knowledge of Salesforce-based platforms and hub service workflows
• Understanding of data mapping, basic…