Business Systems Analyst

Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation's largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

Brief Overview:

We are seeking a Business Systems Analyst to join our Business Systems team. This role is integral to assisting Salesforce end users in their day-to-day activities on the platform. At Amwell, Salesforce is crucial to deriving insights into key business data and trends essential for decision-making. As a Business Systems Analyst, you will be the primary point of contact for internal stakeholders, managing the Salesforce helpdesk and ensuring prompt and effective resolution of their needs. You will also be responsible for identifying and implementing business process improvements and collaborating with participants of the Business Systems scrum teams to deliver timely automation and enhancements.

Core Responsibilities:

• Salesforce Helpdesk Management: Oversee the Salesforce helpdesk, addressing support cases and interacting with a diverse range of internal stakeholders daily, often under tight deadlines.
• Process Improvement: Continuously evaluate and enhance business processes to better serve end users, ensuring that the Salesforce system and related processes are optimized for efficiency and effectiveness.
• Issue Resolution: Identify and analyze recurring issues and key themes, coordinate with IT and business resources to develop and implement solutions and document findings for ongoing reference.
• Quality Assurance: Support QA testing, develop and maintain reports and dashboards, and conduct data cleansing activities within Salesforce.
• Collaboration with Scrum Teams: Work closely with the Business Systems scrum teams to ensure timely delivery of automations and enhancements, providing input and support throughout the development process.
• Documentation: Maintain comprehensive and up-to-date system documentation, policies, and procedures.
• Data Management: Manage mass data imports and oversee manual or automated data entry and clean-up as necessary.
• Metadata Maintenance: Ensure Salesforce metadata structure is maintained according to best practices.
• CRM System Awareness: Keep abreast of other IT systems and business applications to provide informed recommendations for potential improvements and bug fixes.

Qualifications:

• Excellent communication skills with a proven ability to manage interactions with multiple stakeholders under tight deadlines.
• Strong organizational skills, with a proactive approach to process improvement and user support.
• Salesforce ADM201 certification or equivalent experience as a Salesforce super user.
• A minimum of 2 years of professional experience in a similar role.
• Advanced problem-solving skills with a focus on delivering actionable solutions.
• Capable of effectively communicating complex technical information in both verbal and written formats.
• A desire to continuously grow professionally and learn new skills.
• Ability to manage and prioritize tasks across competing deadlines.
• Experience with the following strongly preferred:
• Tableau for CRM
• Salesforce CPQ
• Salesforce Data Loader
• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field. Advanced degrees or certifications are a plus.

Additional information

Job Level: P2

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We're a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

The typical base salary range for this position is $66400-$91300. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave
• Non-birthing parents enjoy 10 weeks of paid leave
• US employees experiencing reproductive loss are eligible for up to 7 days of paid leave
• Employee Stock Purchase Program
• Free access to Amwell's Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic's second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance