Mutual Opportunities
Business Systems Analyst/Consultant, Customer Communications Management (CCM)
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
The Team
The Customer Communications Management (CCM) organization is made up of multiple teams that support the full life cycle of MassMutual’s customer correspondence patterns and electronic records management for the enterprise. Our teams are Dev-Ops, so we’re not only responsible for the operational health of our systems, but we also help deliver strategic solutions working with our business and IT partners. Some examples of the correspondence we generate for our customers are contracts, financial statements, bills, letters, and checks. In addition to document generation and output management, we manage MassMutual’s strategic electronic records repository and provide automated electronic workflow capabilities and services.
The Opportunity
To help us achieve our mission, we are hiring a Business Systems Analyst to partner with our Enterprise Content Management (ECM) developers and with project teams across the enterprise. This position requires the ability to facilitate and enable solution delivery in partnership with our technical teams, business partners, and project teams.
The Impact - Job Responsibilities
- Assist with incoming demand triage and help project teams achieve “good order” in preparation for development activities
- Assist with creating and providing high-level estimates for project planning
- Analyze and decompose business requirements to assist with system design activities
- Consult with our partners to ensure their requirements are providing enough detail to complete our designs
- Consult on and/or document non-functional requirements for application specific components
- Translate technical concepts into business terms and vice versa
- Assist the developers in the overall design as the ECM/CCM expert, bridging the gap between the requirements and technology – this may include field mapping between source and system(s) and our target repository
- Help drive design discussions to ensure they align with the architectural roadmap and can be adhered to within project schedule and budget
- Assist the developers in the overall design across ECM and other CCM systems; identify gaps, problems and dependencies between individual designs and systems
- Oversee the alignment and sequencing of work within the ECM space to help the team achieve target deliverables
- Participate in Peer Reviews of designs, code and production readiness
- Provide input into project test strategies and test scenarios; participate (directly or indirectly) in all phases of project testing
- Operate independently on multiple project tasks of varying complexity
- Identify and drive process improvement opportunities
The Minimum Qualifications
- Bachelors degree
- 5+ years of experience in a Business Systems Analyst or similar role
- 2+ years of experience and/or working knowledge of drafting business/systems requirements and/or design specifications
- Must be able to align work schedule with standard EST business hours
The Ideal Qualifications
- Must be comfortable reading/analyzing data files in various formats (i.e. text, XML)
- Familiarity with the concept of corporate records and their management
- Skilled in problem solving and technical analysis
- Strong organizational skills and attention to detail
- Effective relationship building skills
- Excellent written and verbal communication skills
- Working knowledge of system testing processes including test strategies and integrated testing and use-case scenarios
- Seasoned individual capable of handling broad scope projects that have short to long-term focus, concurrently
Preferred Qualifications
- 8+ years of experience in a Business Analyst and/or Business Systems Analyst role
- Knowledge of, or experience with, event management solutions and tools using the publish-subscribe framework
- Knowledge or experience with building and/or supporting content management system solutions
- Experience and/or working knowledge of Financial Service / Life Insurance operations concepts and related business data
- Basic query writing skills with SQL DB
- Experience working with Agile development processes and methodologies including Scrum and Kanban, as well as traditional Waterfall
- Ability to influence peers, leaders and business customers
#LI-SC1
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $90,500.00-$118,700.00
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 88% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say they feel encouraged to bring forth new ideas - 86% of employee respondents say MassMutual cares about and supports the well-being of their employees
*Source: 2024 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It’s more than our company structure — it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
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