Job Description

The FEP Senior Business Support Analyst – Operations supports multi‑faceted systems and applications across multiple business areas, including the analysis of moderate to highly complex system, application, and process changes. This role is responsible for defining, validating, and documenting business requirements for system modifications and enhancements, providing oversight and guidance for testing efforts, and coordinating with stakeholders to support a positive member experience aligned to Wellmark’s strategies.

The role partners closely with Operations, Technology, and external stakeholders to analyze issues, drive process improvement, support regulatory compliance, and ensure solutions are implemented accurately and efficiently. In addition, this role provides coaching and mentoring to team members and contributes to continuous improvement across systems, processes, and integration points.

Job Leveling Note:

This role may be filled at the Senior Business Support Analyst – Operations level or the Lead Business Support Analyst – Operations level depending on experience, scope of responsibility, and demonstrated leadership capabilities. Candidates with experience meeting either level’s minimum qualifications are encouraged to apply.

This position supports Wellmark’s Federal Employee Program (FEP), working on systems and business processes critical to supporting federal members, providers, and downstream operations. The role will work closely with internal teams as well as external partners such as BCBSA, FEPOC, and vendors.

FEP Business Support Analysts operate as part of an Agile/Product Team using the SAFe (Scaled Agile Framework). This includes active participation in product planning, refinement, and delivery, with expectations to:

• Collaborate with Product Owners, Scrum Masters, Technology partners, and Operations stakeholders
• Work within Azure DevOps (ADO) to support feature refinement, user story definition, traceability, and testing alignment
• Analyze technical specifications and solution designs to assess business and operational impact
• Design, document, and execute test cases that validate functional, integration, and downstream impacts across FEP systems and processes

Success in this role requires strong cross‑functional collaboration, the ability to navigate complex integrations, and comfort working across organizational and external boundaries.

As part of this work, the role will increasingly collaborate with teams and partners that leverage AI‑enabled tools to support analysis, operations, and decision‑making. This position is expected to evaluate, validate, and apply AI‑generated outputs (such as summaries, recommendations, or data insights) using strong domain knowledge and established processes to ensure accuracy, appropriateness, and alignment with regulatory, operational, and program requirements.

Qualifications

Preferred Qualifications

• Bachelor’s degree
• Experience working with or supporting Federal Employee Program (FEP) systems, processes, or integrations
• Experience working on Agile or Product Teams, preferably within a SAFe framework
• Demonstrated experience partnering with Product Owners, Scrum Masters, and Technology teams to support feature development, backlog refinement, and delivery
• Experience documenting features, user stories, acceptance criteria, and supporting traceability within tools such as Azure DevOps
• Strong facilitation and influencing skills, including working across Operations, Technology, and external partners
• Experience analyzing technical solution designs or specifications to determine operational impact
• Experience designing and executing test cases for complex system changes and integrations
• Exposure to change management practices, stakeholder readiness, and adoption planning
• Experience consulting with stakeholders and supporting cross‑functional decision making
• Strong analytical, problem‑solving, and continuous improvement mindset
• Experience using AI‑enabled tools to support business analysis, requirements development, testing, documentation, or decision support
• Ability to review, validate, and contextualize AI‑generated outputs by applying domain knowledge, data literacy, and critical thinking
• Comfort collaborating with Technology, Product, and Operations partners to ensure responsible and appropriate use of AI within established business processes

Minimum Required Qualifications

Senior Business Support Analyst – Operations

• Bachelor’s degree or equivalent work experience
• 3+ years of critical business technical knowledge, business analysis, systems, configurations, or related experience
• Demonstrated ability to analyze and document complex system and process changes
• Strong written and verbal communication skills with the ability to articulate complex information to diverse stakeholders
• Proven critical thinking, troubleshooting, and continuous process improvement skills
• Ability to independently organize, prioritize, and manage multiple initiatives effectively
• Strong interpersonal skills and the ability to cultivate productive working relationships
• Proficiency in Microsoft Office suite
• Understanding of health insurance concepts

Lead Business Support Analyst – Operations

• Bachelor’s degree or equivalent work experience.
• 4+ years of experience with business or systems analysis, support, configuration, or related experience with an application or system in an operational environment
• Ability to perform, document, and/or guide others through a series of related steps and take action to improve existing conditions and processes
• Ability to identify issues or inconsistencies; obtains relevant information, relates and compares data from different sources and identifies alternative solutions
• Strong written and verbal communication skills with the ability to articulate complex information or solutions to stakeholders
• Demonstrated critical thinking, problem solving/troubleshooting and continuous process improvement skills
• Proactive self-starter with effective time management skills and the ability to independently organize and prioritize projects/initiatives and tasks. Flexible and adaptable to change
• Strong interpersonal and relationship building skills demonstrated through effectively driving results through the coordination and collaboration of cross-functional project/program teams across divisions
• Analytical problem-solving skills and attention to detail; ability to identify and approach complex problems from different angles and apply technical knowledge to policies/procedures
• Proven efficiency in Microsoft Office Suite
• Ability to coach and mentor others through guidance or feedback
• Demonstrated understanding of health insurance concepts

Additional Information

a. Support multi‑faceted business systems and applications by analyzing, defining, and validating business requirements for system modifications, enhancements, and upgrades.

b. Analyze and troubleshoot system and application issues of moderate to high complexity; use technical and business knowledge to understand issues and business impact; create incident tickets and coordinate resolution across Operations and supporting teams.

c. Lead cross‑functional initiatives by collaborating with team members, technology partners, and stakeholders to identify best practices and process improvements aligned with customer expectations; facilitate working sessions as needed.

d. Interact with vendors, government bodies, or other external entities to ensure system functionality and integrations are implemented and maintained accurately and efficiently, including the Blue Cross and Blue Shield Association (BCBSA) and the Federal Employee Program (FEP).

e. Provide oversight and guidance for testing efforts, including writing and executing test cases, documenting traceability and findings, coordinating testing activities, and reporting results to leadership and stakeholders.

f. Maintain awareness of regulations and ensure systems and processes comply with corporate policies, procedures, and legal requirements.

g. Provide coaching and mentoring to team members, including guidance on stakeholder interactions, application functionality, and internal and external integrations.

h. Collaborate with Technical Writers, Training, and other stakeholders to ensure system updates are reflected in desk‑level procedures and supporting documentation.

i. Ensure accurate tracking of work efforts in applicable reporting systems.

j. Perform other duties as assigned.

An Equal Opportunity Employer

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us at careers@wellmark.com

Please inform us if you meet the definition of a " Covered DoD official".

At this time, Wellmark is not considering applicants for this position that require any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please refer to the following resources: Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Wellmark supports and expects the responsible use of AI for our workforce! We welcome the responsible use of these tools by job seekers as well and are interested in learning from you; you will have an opportunity in the application process to share which tools you used and how you applied them.