Business Analyst / Application Support Specialist (operations)

Business Analyst / Application Support Specialist

The Business Analyst / Application Support Specialist serves as a critical bridge between Extensis HR's business stakeholders and its technology teams. This role combines analytical rigor with hands-on application support to ensure that enterprise systems operate effectively and continue to meet evolving business needs. The incumbent will gather and document requirements, facilitate solution design discussions, support system configuration and testing, and provide responsive Tier 2 application support to internal end-users and operational teams.

What You'll Do:

• Partner with business stakeholders across HR, Payroll, Benefits, Sales, and Client Services to elicit, analyze, and document business and functional requirements.
• Translate business requirements into clear user stories, process flows, use cases, and functional specifications for technology delivery teams.
• Quality Assurance & Output Review.
• Serve as the domain-level quality gate for all client-facing outputs, including sales proposals, renewal communications, onboarding documents, and AI-generated benefits summaries
• Conducting structured QA reviews of carrier plan logic prior to production deployment.
• Identify and escalate discrepancies between documented business rules and implemented system behavior.
• Provide Tier 2 application support by triaging, diagnosing, and resolving system issues; escalate complex incidents to Tier 3 or vendors as appropriate.
• Continuous improvement process focus on post-build projects.
• Maintain detailed documentation including process maps, system configuration guides, test plans, and knowledge base articles.
• Facilitate requirements and design workshops, sprint reviews, and user acceptance testing sessions.
• Monitor system performance and data integrity; proactively identify and report anomalies.
• Support data analysis requests by extracting and interpreting data from enterprise applications to inform business decisions.
• Participate in Agile ceremonies (sprint planning, daily standups, retrospectives) as a member of cross-functional delivery teams.
• Primary domain involvement and SME across the Operations streams including ECS, HR, Payroll, Benefits, with secondary support to other business functions as needed.
• Performs additional responsibilities as assigned to support the efficient operation of the department and the organization.

AI Utilization and Literacy:

• A key function of this role includes the effective use and understanding of artificial intelligence (AI) tools and technologies to enhance productivity, decision-making, and overall performance. This position is expected to maintain awareness of emerging AI applications relevant to their responsibilities, apply AI tools ethically and effectively, and continuously develop their AI proficiency.

What You Bring:

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field is preferred but not required.
• 3+ years of experience in a business analyst, systems analyst, or application support role.
• Proficiency in requirements elicitation techniques including interviews, workshops, and workflow analysis.
• Experience with enterprise SaaS platforms; familiarity with Salesforce, HRIS, or payroll systems is a plus.
• Solid understanding of the SDLC, Agile/Scrum, and BPM delivery methodologies.
• Strong analytical skills with the ability to interpret data, identify trends, and communicate findings clearly.
• Excellent written and verbal communication skills; ability to translate technical concepts for non-technical audiences.
• IIBA CBAP, PMI-PBA, or equivalent business analysis certification is a plus.
• Experience in HR, PEO, or HR technology environments is preferred.

Competencies:

• Requirements Analysis & Documentation
• Application Support & Troubleshooting
• Stakeholder Engagement & Communication
• Agile Collaboration
• Data Analysis & Reporting
• Process Improvement Mindset

Physical Demands:

• Ability to sit or stand for extended periods while performing desk-related tasks.
• Prolonged use of a computer, keyboard, and mouse, requiring repetitive motion.
• Ability to lift and carry office supplies or equipment up to 20 pounds.
• Occasional bending, reaching, and twisting to retrieve files or supplies.
• Ability to walk throughout the office, including moving between different departments or meeting rooms.
• Ability to communicate effectively in person and via phone or video conferencing.
• Ability to focus and maintain attention for long periods while working on various tasks.
• Must be able to communicate effectively in both verbal and written form.
• Occasional travel may be required.
• The work environment is typically quiet and climate-controlled, with standard office equipment available.
• This role may be performed in a hybrid or remote setting, depending on business needs and employee accommodation.

What We Offer:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• 401k and IRA retirement plans, employer contributions.
• Extensive professional development programs to help you get to where you want to go in your career.
• Employee Discounts on retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Diversity, Inclusion and Equity (DEI) committee that promotes organization DEI initiatives and employee engagement.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

Work Environment:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

ExtensisHR is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: ExtensisHR is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ExtensisHR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ExtensisHR will not tolerate discrimination or harassment based on any of these characteristics.