Business Systems Manager (BSM)

Analyst Remote, Houston, Texas


The Business Systems Manager in partnership with the Client Service Manager is accountable for service delivery and successful execution of all tasks across aligned clients (POD) in either implementation or ongoing mode.  The BSM will also directly manage the resource allocation within a pod, taking into consideration the need across the POD. In partnership with the CSM, they are responsible for the quality and technical profitability of the clients.

BSMs may be asked to people manage a Business Systems Analyst, however they are responsible for coaching and mentoring any new hire/ transition BSAs entering the POD. They also share the responsibility to ensure cross training of the required resources for appropriate resource allocation.


  • Own continuous client profitability through configuration, out of scope project support, automation, process improvement, quality assurance, and support of co-worker growth
  • In partnership with the Client Service Manager, drive accountability for team performance and own client dashboard, including client satisfaction, change management tickets, case management, and data checks for aligned clients
  • Ensure that compliance regulations are met across aligned clients, including SOC1
  • Coordinate with Client Service Managers and Implementation Managers on project management and resource allocation for aligned clients
  • Ensure resources are allocated appropriately according to complexity of tasks, resource skill level and growth opportunity
  • Responsible for the quality of the implementation configuration
  • Manage adherence to Enterprise initiatives across aligned clients
  • Lead training across POD, CSG (Client Service Group), or Enterprise for BSAs
  • Facilitate CSG and Enterprise office hours
  • Accountable for BSA development across book of business through direct coaching and mentoring
  • Is aware of all planned provision migrations across assigned teams, and manage and reinforce team adherence to provision migration protocols
  • Is aware of assigned planned base platform releases and work with aligned teams to understand the content, assess impact, execute testing, and is responsible for team completion, as required
  • Provide guidance and support for issue research, resolution, and root cause analysis
  • Demonstrate in-depth knowledge and understanding of current and new system functionality; is able to effectively convey to and consult with clients regarding changes and decisions that may impact them; escalate gaps in functionality as appropriate
  • Demonstrate in-depth knowledge and understanding of client requirements and statements of work for aligned clients
  • Provide quality oversight and guidance and ensure adherence to Empyrean best practices and standards
  • Review Gap Analysis Data and determine process improvement
  • Record time accurately in accordance with stated deadlines to the correct project and category to ensure that scope, cost and resources allocation per project can be calculated
  • Provide consistently accurate estimation of hours for out of scope work
  • Facilitate client, third party and/ or internal meetings as needed
  • Effectively manage external communication streams such as CAT (Client Acceptance Testing), Project Plans, Workshops and Implementations
  • Perform other duties as assigned



  • Advanced level required in MS Excel, Critical Thinking and Attention to Detail
  • Continuously builds Health and Welfare domain knowledge
  • Advanced level of SQL proficiency


In order to be successful in the above mentioned responsibilities, experience in the following skills are required:

  • Confluence, CRM, JIRA, MS SQL, MS Excel
  • Business Acumen, Coaching, Data Analytics, Deductive Reasoning, Process Improvement, Quality Assurance, Requirement Implementation, Requirements Interpretation, Research, Risk Management, Root Cause Analysis, Technical Documentation, Test Planning, Testing Methodology, Project Management, Resource Management, Relationship Building
  • Accountability, Adaptability, Attention to Detail, Collaboration, Conflict Resolution, Critical Thinking, Customer Orientation, Delegation, Emotional Intelligence, Learning Agility, Listening, Organizational Skills, People Management, Prioritization, Problem Solving, Responsiveness, Teamwork, Time Management, Verbal and Written Communication



  • Bachelor’s degree preferred but not required
    • In lieu of Bachelor’s degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
  • 5+ years of external experience as a Business Analyst or Systems Analyst
  • 4+ years of experience as a Business Systems Analyst at Empyrean


  • Domain experience in health insurance and/or benefit administration is a plus
  • Experience with SQL and a working knowledge of relational database systems preferred
  • Demonstrated analytic and design capabilities
  • Knowledge of case or ticket management systems such as CRM or Atlassian JIRA
  • Understanding of testing methodology and test planning
  • Advanced understanding of technology platform in terms of configuration and day to day functionality, business processes and capabilities
  • Possesses advanced Health and Welfare domain knowledge
  • Direct external client interfacing experience preferred
  • Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered