Business Systems Analyst

Description COMPANY OVERVIEW Zing Health is a tech-enabled insurance company making Medicare Advantage the best it can be for those 65-and-over. Zing Health has a community-based approach that recognizes the importance of the social determinants of health in keeping individuals and communities healthy. Zing Health aims to return the physician and the member to the center of the health care equation. Members receive individualized assistance to make their transition to Zing Health as easy as possible. Zing Health offers members the ability to personalize their plans, access to facilities designed to help them better meet their healthcare needs and a dedicated care team. For more information on Zing Health, visit www.myzinghealth.com. SUMMARY DESCRIPTION: Reporting to the Vice President of Strategic Initiatives, the Business Systems Analyst is responsible for driving the planning, execution, and delivery of member experience initiatives across Zing Health, including CAHPS improvement projects, member journey enhancements, and cross-functional service initiatives. This role goes beyond traditional project coordination: the Strategic Execution Lead serves as a working partner to business stakeholders, directly authoring business requirements, managing ticket submission and tracking, and actively driving IT and vendor workstreams through to completion. This is not a traditional project management job focused on scheduling status meetings, collecting updates, and color-coding a project plan. We're looking for an owner who is willing and able to craft meticulous business requirements themselves, submit and track their own tickets, and stay in lockstep with IT teams — treating every initiative's outcome as a personal responsibility rather than something they merely "facilitate." The right candidate is regimented and disciplined about follow-through, documentation, and accountability and pairs that structure with genuine people skills. You'll need to build real partnerships across business and IT teams, influence without authority, and know when to push, when to escalate, and when to roll up your sleeves and solve the problem yourself. Experience with business process design and Salesforce-based environments, along with a working understanding of how IT functions like Data, Salesforce, and Reporting operate, will be critical to translating business needs into solutions that get delivered. ESSENTIAL FUNCTIONS: Key Roles & Responsibilities Lead end-to-end execution of member experience initiatives from scoping and requirements definition through implementation, validation, and post-launch monitoring. Take direct ownership of deliverables rather than serving solely as a coordinator. Draft clear, actionable business requirements, user stories, and process documentation in partnership with business stakeholders. Translate operational needs into specifications that IT teams (Data, Salesforce, Reporting) and vendors can execute against, and validate that delivered solutions meet the intended business outcome. Manage intake, submission, and tracking of tickets and enhancement requests across IT and vendor queues. Proactively monitor progress, escalate blockers, follow up on open items, and keep stakeholders informed of status, risks, and timelines without waiting to be asked. Build and maintain structured project plans, timelines, and status reporting that create accountability across workstreams, and run working sessions that drive decisions and action rather than simply providing status updates. Coordinate change management, communication, and training activities to drive adoption. Partner with Member Services, Quality, Compliance, and other functional areas to ensure initiatives account for member impact, regulatory requirements, and frontline realities. Analyze project outcomes, member feedback, and operational data to assess impact and inform leadership recommendations. Requirements JOB REQUIREMENTS Minimum Qualifications Bachelor's degree or equivalent experience, with 3+ years of experience in project management, business analysis, process improvement, or healthcare operations, ideally within Medicare Advantage, managed care, or another regulated customer/member service environment. Demonstrated experience writing business requirements, functional specifications, or process documentation, and working directly with IT teams (e.g., Data, Salesforce, Reporting) to deliver technology-enabled solutions. Hands-on experience managing ticketing and intake processes (e.g., Jira, ServiceNow, Salesforce cases, or similar), including submitting, prioritizing, tracking, and driving requests to resolution. Strong organizational discipline and follow-through across multiple concurrent projects, paired with excellent interpersonal and communication skills and a proven ability to build productive relationships across business, IT, and vendor teams. Preferred Qualifications Experience with Salesforce or CRM-based platforms, including supporting enhancements, configuration requests, or knowledge/content management workflows. Familiarity with CAHPS, HOS, Star Ratings, or other member experience and quality measurement programs, and experience supporting related improvement initiatives. Experience with business process mapping, workflow design, or operational redesign, along with comfort using Excel, dashboards, or business intelligence tools to monitor outcomes and identify trends. Member-centric Impact Statement: From the first day of coverage through every claim and service interaction, Zing Core Operations is meant to reduce friction, fix problems quickly, and ensure members get the help and benefits they’ve earned—especially during high-stress moments. Zing Health offers the following benefits: A competitive salary based on the market Medical, Dental, and Vision Employer-Paid Life Insurance Paid Maternal Leave Paid Paternal Leave 401(K) match up to 4% Paid-Time-Off Employee Assistance Programs Several supplemental benefits are available, including, but not limited to, Spouse Insurance, Pet Insurance, Critical Illness coverage, ID Protection, etc. Zing Health is committed to being an Equal Opportunity Employer. This means the company ensures all employment decisions, including hiring, promotion, compensation, and benefits, are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected characteristic. Zing Health strives to create a diverse, inclusive, and respectful workplace, providing equal access and opportunities for all employees and applicants. The organization actively promotes a culture of fairness and non-discrimination, supporting the personal and professional growth of every team member.