Business Systems Analyst II - Enterprise Services Management

Summary

Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. The Business Systems Analyst II will support enterprise service management through business analysis, process improvements, and the design, configuration, testing, implementation, and support of Atlassian solutions and integrations. The role will also lead requirements and design workshops, train users, support application administration, and participate in project delivery and operational support.

Responsibilities

• Obtain a deep understanding of relevant business area(s) and business processes to be able to recommend solutions and build high-quality requirements
• Shape business requirements by making recommendations and suggesting alternatives to proposed solutions
• Participate in Application Analysis, Configuration, Testing, Management, and Maintenance in an Enterprise environment, including (where applicable): + Access administration and user onboarding. + Issue resolution, patching, and performance monitoring. + Reliability, backup, disaster recovery, and business continuity. + Monitor system logs for unusual activity and escalate or makes recommendations for resolution. + Participate in infrastructure projects to provide application specifications and requirements, as well as operational, run book, and capacity planning information
• Support user acceptance testing and user training activities
• Adhere to the Quality System Procedures and Change Control
• Lead and/or participate in delivery of projects
• Provide Application End User support
• Respond, resolve, or escalate reported incidents
• Under management direction, may participate as SME for audits
• Responsible for coordinating application needs from back-end platforms through user interface
• Ensure stability, integration, and integrity of production systems
• Complete all QA Non-Conformance and Corrective Actions in a timely manner
• Participate in assessment of application security and identity management requirements, where applicable
• Create artifacts as appropriate, including business case documentation, scope documentation, detailed functional requirements, operational requirements, process flows, and manual and automated test cases
• Understand technical options, limitations, costs, and risks
• Communicate tradeoffs to business partners and work with them to shape requirements accordingly
• Help resolve competing priorities between stakeholder groups by facilitating stakeholder discussions and escalate issues where appropriate
• Familiar with standard concepts, practices, and procedures of cloud technology, including Software as a Service (SaaS), Platform as a Service (PaaS), Infrastructure as a Service (IaaS)
• Follow established methodology for the identification and documentation of business requirements or use cases with acceptance criteria
• Plan, create, and execute manual test cases
• Create and maintain application operational and instructional documentation, as necessary
• Provide Level 2 and Level 3 on-call coverage support
• Monitor, record, investigate, and diagnose system faults and errors aimed to resolve technical issues and respond to requests for support
• Benchmark current and future processes against industry best practices
• Contribute to the development of roadmaps
• Support the adoption of solutions by sponsoring business departments
• Manage projects with limited scope
• Create functional design documents and other relevant documents maintaining adherence to the software development lifecycle
• Run automated test scripts
• Support user acceptance testing

Skills

• Excellent communications, analytical skills, strong technical project management and training skills
• Strong experience supporting, configuring, and/or implementing Service Management Solutions is required
• Excellent communication skills and customer service orientation
• Bachelor's degree required
• 2 + years of relevant work experience required
• Experience in this capacity with Jira Service Management is strongly preferred
• Atlassian certifications are a plus
• Professional certification in Agile methodologies is preferred
• Business Analysis certification (e.g. CBAP) is a plus
• Fundamental ITIL v4 knowledge is a plus
• Experience working in projects where multiple functions work in a matrix structure is a plus
• Experience with test management and automation tools is preferred
• IT experience in a manufacturing environment preferred
• Medical Device manufacturing experience is a plus

Qualifications

Must Haves

• Excellent communications, analytical skills, strong technical project management and training skills
• Strong experience supporting, configuring, and/or implementing Service Management Solutions is required
• Excellent communication skills and customer service orientation
• Bachelor's degree required
• 2 + years of relevant work experience required

Nice to Haves

• Experience in this capacity with Jira Service Management is strongly preferred
• Atlassian certifications are a plus
• Professional certification in Agile methodologies is preferred
• Business Analysis certification (e.g. CBAP) is a plus
• Fundamental ITIL v4 knowledge is a plus
• Experience working in projects where multiple functions work in a matrix structure is a plus
• Experience with test management and automation tools is preferred
• IT experience in a manufacturing environment preferred
• Medical Device manufacturing experience is a plus

Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)