Disciplined Contract Management (DCM) is a core value-generating pillar within the Long-Term Care (LTC) Customer Care Transformation. The DCM portfolio focuses on operational risk reduction, regulatory adherence, straight-through processing (STP) expansion, and digital claims modernization across platforms including Salesforce, core claims processing and policy administration systems, legacy rules/benefits engines, digital self-service portals, and supporting data/automation capabilities.
This role will serve as an embedded Technology Business System Analyst (TBSA) / Senior IT Business Analyst to provide analytical continuity, requirements leadership, and durable institutional knowledge across multi-year initiatives. The TBSA will translate complex policy/contract and business rules into clear, testable requirements and user stories; partner closely with Product Owners, Technical Product Owners, Engineering, QE, and Operations; and reduce delivery risk by preventing ambiguity, rework, and defects.
Office location: Boston - USAWork arrangement: Hybrid - 3 days in office, 2 days from Home.Remote working option is not available.Position Responsibilities:- Lead end-to-end requirements management for DCM initiatives, from intake/discovery through implementation, validation, and post-release support.
- Elicit, analyze, and document business and functional requirements, including policy/contract interpretation and translation of business rules into deterministic system logic.
- Translate requirements into epics, features, and user stories with clear, testable acceptance criteria; ensure stories are appropriately sliced for iterative delivery.
- Facilitate workshops and working sessions with business SMEs, Product Owners, Technical Product Owners, Engineering, QE, Operations, and Compliance/Audit stakeholders; drive decisions and document outcomes.
- Support solution design by partnering with technology teams to identify data mappings, upstream/downstream impacts, integrations, and process changes across Salesforce, core claims processing and policy administration platforms, legacy rules/benefits engines, digital self-service channels, and automation/data platforms.
- Maintain traceability from requirements to stories, test coverage, and implementation evidence to support auditability and regulatory confidence.
- Partner with QE to develop test scenarios aligned to acceptance criteria; support UAT planning/execution and validate outcomes against business intent.
- Support delivery teams during build with timely clarification, defect triage support, and change impact assessment; help prevent rework and defects caused by ambiguous requirements.
- Create and maintain durable documentation (process flows, decision logs, business rules, data definitions, and runbooks as needed) to retain institutional knowledge across multi-year initiatives.
Required Qualifications:- Total 8+ years IT industry experience
- At least 5+ years of experience as a Business Analyst / Business Systems Analyst / IT Business Analyst supporting technology delivery initiatives.
- Demonstrated ability to translate complex business rules and policy/contract language into clear functional requirements, user stories, and acceptance criteria.
- Strong requirements practices: elicitation, decomposition, prioritization support, ambiguity management, and change control.
- Hands-on experience supporting delivery on Salesforce and/or similar CRM/service platforms.
- Experience supporting Agile delivery (Scrum/Kanban), including backlog refinement, sprint planning support, and day-to-day collaboration with engineering teams.
- Ability to document and communicate end-to-end process flows and data impacts; strong systems thinking across upstream/downstream dependencies.
- Experience partnering with Quality Engineering (QE) / QA to define testable acceptance criteria and support test planning, UAT, and defect triage.
- Excellent communication and facilitation skills with both business and technical audiences; ability to drive alignment across multiple stakeholders.
- Comfort working across multiple systems and business domains; ability to learn new platforms quickly in a regulated environment.
Preferred Qualifications:- Experience in insurance (Life, LTC, Annuities) and familiarity with claims/benefit eligibility processes, regulatory controls, and audit needs.
- Experience working with policy administration and claims processing systems and/or large modernization programs.
- Experience documenting and validating data mappings and business rules across integrations and data/automation workflows.
- Proficiency with Jira and Confluence (or equivalent tools) for story writing, workflow, and documentation.
- Experience with straight-through processing (STP) initiatives, automation enablement, and process modernization.
- Familiarity with AI/analytics-enabled solutions (e.g., invoice controls, document analytics, fraud analytics) and associated data flows.
- BA and/or Agile certifications (e.g., CBAP/CCBA, CSPO/CSM, PMI-PBA/PMI-ACP) are a plus.
When you join our team:- We'll empower you to learn and grow the career you want.
- We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we'll support you in shaping the future you want to see.
#LI-JH
The role being advertised is an existing vacancy.
Referenced Salary LocationBoston, Massachusetts
Working ArrangementHybrid
Salary range is expected to be between$107,450.00 USD - $199,550.00 USD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [redacted] for the salary range for your location.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
