Case Management Business Analyst & SaaS Platform Configurator

We are seeking a skilled Case Management Business Analyst & SaaS Platform Configurator to join our team. This role is crucial for analyzing and optimizing our business processes, ensuring seamless workflow management through expert configuration of SaaS platforms. You will be instrumental in driving successful implementations, migrations, and user adoption, directly impacting the efficiency and effectiveness of our case management operations.

The ideal candidate will possess a strong background in business analysis and hands-on experience configuring workflow platforms like Jira/JSM, ManageEngine, or ServiceNow. Your responsibilities will encompass designing intricate workflows, managing data migrations, and leading critical project phases from user acceptance testing through hypercare, ensuring a smooth transition and sustained platform performance.

• Analyze and streamline business processes, exceptions, handoffs, and ownership.
• Configure SaaS workflow platforms (Jira/JSM, ManageEngine, ServiceNow).
• Design workflows, forms, approvals, SLAs, notifications, permissions, and dashboards.
• Manage case/data migration and reconciliation through XLSX/CSV.
• Lead UAT, training, cutover, adoption, and hypercare activities.
• Demonstrate strong process analysis, stakeholder facilitation, and documentation skills.