Senior Business/Reporting Analyst – Customer Service Systems

HealthPartners•Bloomington, MN

2d•Hybrid

About The Position

HealthPartners is currently hiring a Senior Business/Reporting Analyst – Customer Service Systems . This role serves as a key reporting and analysis resource supporting the HealthPartners Customer Service System (HCSS) and OnLine Benefits (OLB) platforms. The position partners with business and IT stakeholders to translate business requirements into reporting solutions, ensure data integrity, service availability, and effective change management. This role focuses on HCSS/OLB reporting, with responsibility for audit, regulatory, productivity, and initiative‑related reporting. HCSS supports customer service operations across eligibility, claims, authorizations, provider networks, and benefits, documenting all customer interactions and workflow. OLB supports benefit definition and presentation, enabling clear and consistent benefit quoting, including during open enrollment.

Requirements

Bachelor’s degree in Computer Science, or six (6) years of equivalent professional IT experience; related degrees such as Business Administration or Management Information Systems may be considered.
Three (3) years of experience working with health plan or customer service application tools or platforms.
One (1) year of analytics and reporting experience, including proficiency with Microsoft Power BI (experience with Tableau, Business Objects, or Crystal Reports will also be considered).
One (1) year of experience in workflow management and IT incident resolution
Knowledge of and experience in two or more programming or scripting languages, with SQL and/or JSON preferred.
One (1) year experience in small to medium sized project management/leadership.
Proficient in word-processing and spreadsheet software
Expert knowledge of software tools and utilities
Experience effectively establishing and maintaining working relationships with peers and constituents.
Good written and oral communication skills for technical and non-technical topics
Experience effectively analyzing and resolving problems.
Ability to read technical documentation.
Arbitration and negotiation skills
Able to manage a high degree of change.

Nice To Haves

Three (3) years of analytics and reporting experience, including proficiency with Microsoft Power BI (experience with Tableau, Business Objects, or Crystal Reports will also be considered).
Three (3) years of experience in workflow management and IT incident resolution
Three (3) years of experience in small to medium sized project management/leadership.
Experience working with or supporting health plans or healthcare payer environments, including familiarity with healthcare data, operations, or performance metrics.
Experience developing or analyzing contact center reporting, such as call volume, service levels, quality metrics, or operational performance dashboards.
Experience using Jira or similar work‑management tools to support backlog tracking, sprint planning, issue management, or cross‑functional collaboration.
Exposure to or experience working within Agile methodologies (e.g., Scrum or Kanban) in a technology, analytics, or operational environment.
Experience with Microsoft Power Automate to build or support workflow automation and process efficiencies.
Familiarity with Microsoft Copilot capabilities, including emerging tools such as Copilot agents, to enhance productivity, automation, or analytics workflows.

Responsibilities

Develops reporting specifications; consulting on design to align with business needs.
Reviews reporting application problems, creating, and documenting functional and technical specifications for the solutions.
Serves as a liaison between business partners and application development team members to analyze, document and validate functional reporting requirements.
Leads internal projects to support and/or improve business processes.
Designs reports, dashboards, and dataflow to align with business needs.
Documents business priorities for IT service changes; triaging and overseeing actions, changes to priorities, and issues regarding those requests for the application development staff.
Gathers information regarding costs and resource availability for SRFs, mid-sized projects and issue resolution.
Provides workflow to the IT group's development staff; tracking work progress, issues, and consulting with the developer to ensure understanding of business processes and need.
Tracks, maintains, and retains documentation that supports the adherence to IT standards, processes, and procedures.
Provides analysis and ensures that business partners understand the value of process, policy, and/or procedural changes for IT.
Provides training, documentation, and support for ITs business partners for system changes and/or new developments.
Documents data flows through applications; demonstrating system functionality.
May create and execute test plans for mid-sized to large system changes.
Coordinates with and enables testing within the same test environment, producing reports to aid business testing.
May maintain and prioritize testing issues logs; ensuring that issues and scope changes are managed within the developers’ workflow.
Provides first level support for requests and incidents, utilizing reporting tools; correcting issues in both development and production.
Research issues using business expertise to determine cause and expected outcome, providing documentation to the development group.