Business Systems Analyst

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

The Exchange embraces the following equity statement adopted by our Board of Directors:

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

SUMMARY

The Business Systems Analyst (BSA) position acts as a bridge between business stakeholders and technical teams providing insights, gathering requirements, and analyzing data. They are responsible for driving resolution of issues and supporting solutions for the products and programs at the Washington Health Benefit Exchange.


The Business Systems Analyst works closely with internal teams, vendors and state agency partners to analyze and resolve problems and execute new solutions and policies. This role leverages existing and emergent technologies relevant to improve business processes and increase efficiencies for customers and stakeholders who rely on Washington Healthplanfinder and the ecosystem of tools that surround it.


This position may serve on a delivery team or be utilized as a cross-functionally, supporting issue triage, account work, training, and other work that overlaps with product team and business needs.

DUTIES AND RESPONSIBILITIES
• Perform triage, analysis, and quality assurance on requests and incidents submitted through established processes
• Document system issues, actual and expected results, and relevant business rules
• Identify impacted populations by leveraging various data sources, including SQL database
• Coordinate data correction efforts, ensuring best practices are followed
• Identify areas for improvement and make recommendations on enhancements to system design based on recurring issues and/or patterns
• Communicate with stakeholders regarding product deficiencies and coordinate follow up actions
• Support business and IT to refine operating processes and procedures to deliver solutions and services more efficiently
• Participate in post incident reviews and produce associated documentation and tasks
• Work with business stakeholders to capture and document detailed requirements for new system features or improvements
• Contribute to development of user guides, reference manuals, training materials, and code release artifacts
• Act as a liaison between delivery teams and other business units to ensure alignment on system requirements, changes, and priorities
• Serve as subject matter expert for the Washington Healthplanfinder ecosystem to provide functional and technical expertise to Delivery Teams and other stakeholders
• Ensure comprehensive documentation of system functionality is business-friendly and standardized across the entirety of the SDLC
• Support system testing, including developing and executing test cases
• Escalate urgent problems to appropriate staff; maintain comprehensive understanding of product delivery processes and operations

QUALIFICATIONS

Required:
• Three (3) years of experience in analytical or problem-solving roles
• Experience with issue tracking/ticketing systems (e.g., JIRA)
• Ability to analyze issues, prioritize work, and manage competing requests
• Ability to translate business needs into clear requirements and documentation
• Experience documenting system issues, business rules, and expected vs. actual behavior
• Strong written and verbal communication skills across technical and non-technical audiences
• Ability to coordinate across teams and manage stakeholder expectations
• Strong organization, attention to detail, and follow-through
• Ability to assess urgency and escalate issues appropriately

Desired:
• Experience with data analysis or querying (e.g., SQL)
• Experience with requirements gathering, user stories, or use case development
• Experience supporting system testing or quality assurance
• Experience with root cause analysis and process improvement
• Familiarity with SDLC processes and documentation standards
• Experience developing user documentation or training materials
• Familiarity with data governance or data integrity practices
• Knowledge of healthcare, public sector systems, or eligibility/enrollment platforms
• Ability to quickly develop subject matter expertise in complex systems

THERE ARE TWO (2) POSITIONS WHICH SPECIFIC ROLES WILL BE DETERMINED AS THE RECRUITMENT PROCESS PROGRESSES:

• ONE (1) FULL-TIME

• ONE (1) PROJECT POSITION EXPECTED TO END ON June 30, 2027

APPLICATION INSTRUCTIONS

This position will be open until we find a suitable number of candidates to review. If interested, please submit an application as soon as possible. The Exchange reserves the right to close the recruitment at any time.


SALARY INFORMATION

Full Salary Range: $67,508.00 to $101,263.00 annually, with midpoint at $84,386.00.


Hiring Range: $77,635.00 and $ 84,386.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.


The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.


BENEFITS

Take a peek at our benefits package.


WORKING CONDITIONS

Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.


The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL REQUIREMENTS

A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The incumbent in this role will also be required to complete a federal fingerprint background check. The results of these background screens must meet the Exchange's eligibility standards.


OTHER INFORMATION

The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.

This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.