Position Summary

The Senior Business Systems Analyst provides a centralized support and intake function for the Medical Stop Loss technology platform. The role triages and prioritizes support requests, production issues, defects, enhancements, and operational escalations; coordinates assignment and resolution across business, technology, and vendor teams; manages queue health and the operational backlog; and ensures stakeholders receive timely, clear communication. The analyst also supports operational readiness, project-to-BAU transitions, knowledge management, and continuous improvement by identifying recurring issues and translating them into process, training, documentation, or platform enhancements.

What will your job entail?

Job Responsibilities

• Serves as the primary business-facing intake and support contact for users of the Medical Stop Loss technology platform, including platform questions, production issues, access concerns, defects, enhancement requests, and operational escalations.
• Collaborates with business stakeholders to understand reported issues, workflow impacts, business needs, and desired outcomes.
• Ensures support requests contain sufficient information, including the affected user or team, business process, transaction or example, supporting evidence, timing, impact, workaround, urgency, and requested outcome.
• Validates reported behavior, gathers missing information, and classifies requests as user support, training needs, process gaps, data or integration issues, access needs, application defects, bugs, or enhancements.
• Assesses severity and priority based on business impact, affected users, downstream consequences, workaround availability, recurrence, compliance considerations, and timing sensitivity.
• Routes requests to the appropriate Ryan Specialty Benefits specialist, Technology Delivery team, Product Owner, enterprise partner team, vendor, or external support group.
• Monitors open requests, aging, blocked items, unresolved dependencies, response commitments, ownership acceptance, and service-level risks through resolution.
• Coordinates cross-functional issue resolution, maintains accountability for next steps, communicates status to stakeholders, and confirms resolution with the requesting business area before closure.
• Owns and maintains the consolidated operational support, defect, bug, and enhancement backlog for assigned platform capabilities.
• Facilitates recurring queue and backlog reviews with business stakeholders, Product Owners, Technology Delivery, QA, and vendor or partner teams.
• Documents business value, operational impact, affected users, urgency, dependencies, supporting evidence, and acceptance criteria to support prioritization decisions.
• Tracks backlog decisions, committed actions, vendor responses, target releases, blockers, testing requirements, and completion evidence.
• Escalates urgent, high-impact, aging, or repeatedly stalled items through established operational and leadership escalation paths.
• Participates in project-to-business-as-usual transitions and post-release stabilization activities, ensuring that support ownership, intake channels, escalation contacts, access, runbooks, known issues, and knowledge transfer are established.
• Identifies operational readiness gaps and communicates associated risks, dependencies, and recommended acceptance conditions to component owners and delivery leadership.
• Maintains standard operating procedures, onboarding and access guidance, troubleshooting materials, knowledge articles, job aids, release notes, and training content.
• Identifies recurring questions, issues, and operational pain points and translates them into process improvements, training updates, knowledge materials, or platform enhancement candidates.
• Provides concise, executive-ready communications regarding issue status, risks, decisions, ownership, dependencies, and next steps to business stakeholders, delivery teams, vendors, and leadership.

Work Experience and Education

Minimum of five years of progressive experience in business systems, application support, service operations, product operations, business analysis, or a related function is preferred. Experience coordinating business and technical issues across users, internal support teams, delivery teams, and external vendors. Experience managing support queues, incidents, service requests, defects, enhancements, or product backlogs within an enterprise environment. Experience assessing business impact and translating business needs into clear priorities, ownership assignments, acceptance requirements, and actionable next steps. Experience supporting operational readiness, release transitions, stabilization activities, or project-to-business-as-usual handoffs. Experience developing and maintaining standard operating procedures, troubleshooting guides, knowledge articles, onboarding materials, or end-user training content. Working knowledge of ServiceNow or comparable IT service-management tools, Jira or Azure DevOps, Microsoft 365, SharePoint, and reporting or dashboard tools is preferred. Bachelor’s degree in business, information systems, operations, information technology, computer science, or a related discipline is preferred. Equivalent relevant education and professional experience may be considered.

Licenses & Certifications

ITIL Foundation or comparable service-management training is preferred. Product Owner, Scrum, Lean Six Sigma, business analysis, or platform-specific certification is preferred where aligned with the assigned responsibilities. Certified Business Analysis Professional (CBAP), Certification of Capability in Business Analysis (CCBA), or Project Management Professional (PMP) may also be considered relevant.

How We Support Our Teammates

Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.

The target salary range for this position is $120,000.00 - $150,000.00 annually. The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation at HR@Ryansg.com.

The above is intended to describe this job's general requirements. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.