The Senior Business Analyst reports directly to the Director of the Office of Aging Services Coordination and performs highly complex, senior-level business analysis work. This role plays a critical part in evaluating, improving, and supporting technology-enabled service delivery for Aging and Long-Term Services and Supports (LTSS).
The successful candidate will lead strategic analysis efforts including secret shopper initiatives, requirements elicitation, process assessment, and solution recommendations to enhance an interoperable referral system across multiple service “doors.” This position also serves as a key liaison between program areas, stakeholders, subject matter experts, and IT teams to ensure business needs are accurately translated into effective technical solutions.
Plan, design, and execute secret shopper initiatives to evaluate interactions with the NWD (No Wrong Door) system, identifying strengths and gaps in referral processes for LTSS.
Collaborate closely with business stakeholders to elicit, document, and analyze business and user requirements for interoperable referral systems.
Review and assess existing business processes to identify trends, inefficiencies, risks, and opportunities for improvement .
Evaluate potential technical and process solutions and provide clear, data-driven recommendations to improve service quality and operational effectiveness.
Serve as a liaison between program areas, internal/external stakeholders, SMEs, and IT teams to coordinate enhancements and automation of IT systems.
Translate complex business needs into clear requirements, business cases, planning documents, and functional specifications .
Support the development and improvement of IT solutions that enhance business operations and stakeholder outcomes.
Facilitate meetings, workshops, and discussions to gather input, align stakeholders, and drive decisions to completion.
Ensure strong follow-through, stakeholder communication, and customer-focused delivery throughout the project lifecycle.
8+ years of experience eliciting and documenting business and technical requirements .
8+ years of experience communicating complex design and technical concepts to both technical and non-technical audiences.
8+ years of experience producing business cases, planning documents, and analytical deliverables.
8+ years of experience demonstrating strong verbal, written, and presentation communication skills.
8+ years of experience gathering input, developing actionable plans, and successfully executing them.
Proven ability to deliver exceptional customer service , follow-through, and stakeholder satisfaction.
Strong analytical, problem-solving, and critical-thinking skills.
Ability to work effectively across organizational boundaries and with diverse stakeholder groups.
Experience working with government regulations, public-sector programs, or government IT systems .
Familiarity with aging services, LTSS programs, or health and human services environments.
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