Senior Platform Support & Backlog Analyst

Ryan Specialty, LLC; Illinois; Hybrid; USD 120,000 - 150,000; Full time

Job summary

Ryan Specialty, a leading insurer, seeks a Senior Business Systems Analyst to provide centralized intake and support for the Medical Stop Loss technology platform. You will triage issues, coordinate resolutions across business, technology, and vendor teams, and manage the operational backlog and communications with stakeholders.

You will also support readiness, post-release stabilization, and knowledge management, translating recurring issues into process improvements, training, and platform

Qualifications

• Minimum five years of progressive experience in business systems, application support, service operations, or related function.
• Experience coordinating business and technical issues across users, internal support teams, delivery teams, and external vendors.
• Experience managing support queues, incidents, service requests, defects, enhancements, or product backlogs within an enterprise environment.
• Experience assessing business impact and translating business needs into clear priorities, ownership assignments, acceptance requirements, and actionable next steps.
• Experience supporting operational readiness, release transitions, stabilization activities, or project-to-business-as-usual handoffs.
• Working knowledge of ServiceNow, Jira, Azure DevOps, Microsoft 365, SharePoint, and reporting or dashboard tools is preferred.

Responsibilities

• Serves as the primary business-facing intake and support contact for users of the Medical Stop Loss technology platform, including questions, production issues, access concerns, defects, enhancement requests, and escalations.
• Collaborates with business stakeholders to understand reported issues, workflow impacts, business needs, and desired outcomes.
• Ensures support requests contain sufficient information, including user, business process, example, supporting evidence, timing, impact, workaround, urgency, and desired outcome.
• Validates behavior, gathers missing information, and classifies requests as user support, training needs, process gaps, data or integration issues, access needs, defects, or enhancements.
• Routes requests to the appropriate Ryan Specialty Benefits specialist, Technology Delivery team, Product Owner, enterprise partner team, vendor, or external support group.
• Monitors open requests, aging, blocked items, unresolved dependencies, response commitments, ownership acceptance, and service-level risks through resolution.
• Coordinates cross-functional issue resolution, maintains accountability for next steps, communicates status, and confirms resolution with the requesting area before closure.
• Owns and maintains the consolidated backlog for assigned platform capabilities (backlog includes support, defects, bugs, enhancements).
• Facilitates backlog reviews with stakeholders, Product Owners, Technology Delivery, QA, and vendor/partner teams.
• Documents business value, operational impact, affected users, urgency, dependencies, evidence, and acceptance criteria for prioritization.
• Tracks backlog decisions, commitments, vendor responses, releases, blockers, testing requirements, and completion evidence.
• Escalates urgent or high-impact items through established escalation paths.
• Participates in project-to-BAU transitions and post-release stabilization activities, ensuring ownership, intake channels, escalation contacts, and knowledge transfer.

Skills

Business analysis

Stakeholder collaboration

Prioritization

Process improvement

Education

Bachelor’s degree in business, information systems, operations, information technology, or computer science

Tools

ServiceNow

Jira

Azure DevOps

Microsoft 365

SharePoint

Reporting dashboards

Job description

Ryan Specialty, a leading insurer, seeks a Senior Business Systems Analyst to provide centralized intake and support for the Medical Stop Loss technology platform. You will triage issues, coordinate resolutions across business, technology, and vendor teams, and manage the operational backlog and communications with stakeholders.

You will also support readiness, post-release stabilization, and knowledge management, translating recurring issues into process improvements, training, and platform