Business Analyst - Services Coordinator

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary As a Business Analyst - Services Coordinator at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. The Business Analyst / Services Coordinator serves as the primary liaison between clients, business stakeholders, and internal operational teams to support the delivery and provisioning of product services. This role is responsible for gathering, analyzing, and translating client requests into clear business requirements and actionable work items for internal teams. The position combines business analysis, service coordination, ticket management, project support, and client engagement responsibilities to ensure service requests are effectively managed from intake through completion. Key responsibilities include leading internal and client ticketing calls, proactively managing open client tickets, coordinating issue resolution efforts, and ensuring timely follow-up and stakeholder communication. The Business Analyst / Services Coordinator also supports service-related projects, maintains operational documentation, contributes to process improvement initiatives, and helps minimize operational impact through effective issue management and cross-functional collaboration. Your role in our mission Business Analysis • Gather, analyze, and document client and business requirements. • Translate client needs and business requests into functional requirements and actionable work items. • Facilitate communication between business stakeholders and technical teams to ensure requirements are clearly understood. • Participate in requirements review sessions, solution discussions, and service enhancement planning. • Identify process improvement opportunities and recommend solutions that improve operational efficiency and client experience. Service Coordination • Serve as a primary point of contact for service-related requests and inquiries. • Coordinate service provisioning and support activities across multiple internal teams. • Monitor the progress of service requests and ensure timely completion. • Provide regular status updates and communications to clients and stakeholders. • Escalate issues, risks, and service delivery concerns as needed. Product Support • Participate as a stakeholder on projects involving new services, enhancements, or operational improvements. • Coordinate service readiness activities and support implementation efforts. • Assist with project planning, testing activities, operational impact assessments, and transition-to-support activities. • Support successful deployment of new services and process changes. Service Management & Knowledge Operations Ticket and Work Management • Create, manage, track, and close service requests, incidents, and related work items. • Utilize ServiceNow in a user capacity to manage incidents, requests, changes, and service fulfillment activities. • Utilize Azure DevOps (ADO) in a user capacity to track user stories, defects, tasks, and project-related work items. • Support Application Lifecycle Management (ALM) processes, including requirements tracking, testing coordination, defect management, and release support. • Ensure all requests and work items are properly documented and routed to the appropriate teams. Documentation and Knowledge Management • Develop and maintain service procedures, operational documentation, knowledge articles, and reference materials. • Ensure documentation remains accurate, current, and aligned with organizational standards. • Support the creation of training and process documentation for internal stakeholders. What we're looking for • Bachelor’s degree in Business, Information Technology, Healthcare Administration, or a related field, or equivalent work experience. • Experience in business analysis, service coordination, operations support, or client-facing roles. • Experience using ServiceNow in a user capacity to manage incidents, requests, and service workflows. • Experience using Azure DevOps (ADO) in a user capacity to manage work items, user stories, defects, and project tasks. • Familiarity with Application Lifecycle Management (ALM) processes and tools. • Strong analytical, problem-solving, and organizational skills. • Excellent verbal and written communication abilities. • Ability to manage multiple priorities and work effectively in a fast-paced environment. • Strong attention to detail and customer service orientation. What set you apart • Knowledge of ITIL service management principles. • Experience supporting software development or service delivery organizations. • Experience working with cross-functional business and technical teams. • Experience supporting project implementation and operational readiness activities. Key Competencies • Business Requirements Analysis • Service Delivery Coordination • Client Relationship Management • Requirements Documentation • Process Improvement • Stakeholder Management • Ticket and Workflow Management • Communication and Collaboration • Problem Solving • Project Coordination Tools and Technologies • ServiceNow (User-Level Experience) • Azure DevOps (ADO) (User-Level Experience) • Application Lifecycle Management (ALM) Tools (User-Level Experience) • Microsoft 365 (Teams, Outlook, Word, Excel, PowerPoint) What you should expect in