Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. 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. 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.
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.
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.
Support the creation of training and process documentation for internal stakeholders.
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.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Strong attention to detail and customer service orientation.
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.
Business Requirements Analysis
Service Delivery Coordination
Client Relationship Management
Process Improvement
Stakeholder Management
Ticket and Workflow Management
Project Coordination
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)
Fully remote options from Contiguous US locations only
Video cameras must be used during all interviews, as well as during the initial week of orientation
The deadline to submit applications for this posting has been extended until a suitable candidate is selected

LI-ServiceNow

LI-Azure DevOps

Video is required for screenings and interviews, so please test your camera and microphone in advance.

Do not use AI tools, virtual backgrounds/filters, or visual enhancements during the interview.
The pay range for this position is $51,900.00 - $74,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.