IT Analyst - Billing & Payments

About the role

As the IT Analyst - Billing & Payments, you’ll help business partners identify and implement technology solutions by determining the business requirements for a product, project, or program and translating these into user stories and features. You’ll provide analytical support across products and the organization, understanding key business processes, drivers, and related technologies. During development, you’ll address issues, answer questions, and support implementation. You’ll also communicate emerging trends to delivery teams, support prototyping and design, and promote modern technology opportunities.

This role requires knowledge of IT Operations, including workflow and change control, asset tracking, incident handling, and IT risk and finance disciplines such as audit handling, budgeting, and contract management. You’ll participate in program increment planning, demos, and inspect-and-adapt events, contributing to the team backlog and architectural runway.

Responsibilities

• Elicit, analyze, and document business, functional, and non-functional requirements for Billing & Payments capabilities.
• Translate customer journeys, billing processes, and stakeholder needs into clear epics, features, user stories, acceptance criteria, process flows, and testable requirements.
• Partner with Product Owners, Product Managers, business partners, and technology teams to refine backlog items and support prioritization based on business value, customer impact, risk, and operational efficiency.
• Support delivery of enhancements across Guidewire BillingCenter, OneInc, customer portals, and related integrations by clarifying requirements, answering delivery questions, and facilitating issue resolution.
• Define, set up, and execute test cases; support UAT planning and execution; document defects; and validate that delivered functionality meets business intent.
• Analyze product performance, operational data, defects, and customer experience feedback to identify opportunities for improvement.
• Create and maintain process documentation, use cases, data requirements, reporting needs, and implementation support materials.
• Participate in PI planning, sprint planning, backlog refinement, demos, inspect-and-adapt events, and release readiness activities.
• Promote continuous improvement and modernization of billing and payment experiences through data-driven analysis and industry best practices.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Business, or related field, or equivalent work experience.
• Typically requires 2-5 years of experience as a Business Analyst, IT Analyst, Product Analyst, or similar role.
• Experience in an agile environment strongly preferred.
• Must be authorized to work in the U.S. without sponsorship now or in the future.

Qualifications

• Experience eliciting, analyzing, documenting, and validating business, functional, and non-functional requirements.
• Experience translating customer journeys, business processes, and stakeholder needs into epics, features, user stories, acceptance criteria, use cases, process flows, test cases, and UAT scenarios.
• Experience supporting products, applications, or business capabilities related to billing and payments, customer portals/self-service, financial transactions, or insurance policy servicing.
• Demonstrated experience partnering with business stakeholders, Product Owners, Product Managers, and technical teams to deliver customer-facing capabilities.
• Strong understanding of Agile and Scrum methodologies, including backlog refinement, sprint planning, demos, and retrospectives.
• Experience analyzing competing stakeholder needs using business value, customer impact, risk, operational efficiency, and delivery feasibility.

Skills

• Business Analysis: Requirements elicitation, documentation, process mapping, use cases, and traceability.
• Agile Delivery: User story writing, acceptance criteria, backlog refinement, sprint planning, demos, and dependency management.
• Stakeholder Communication: Facilitation, interviewing, presentation skills, influence, conflict resolution, and expectation management.
• Analytical Skills: Root cause analysis, data analysis, KPI review, problem solving, and decision support.
• Testing & Quality: Test case definition, UAT support, defect triage, and validation of business outcomes.
• Technical Understanding: Basic understanding of APIs and integrations, web vs. mobile capabilities, cloud concepts, data flows, and payment processing fundamentals.

Nice to Have

• Property & Casualty insurance experience.
• Experience with billing and payment systems, including Guidewire BillingCenter, payment platforms, customer portals, or digital payment modernization.
• Experience with payment gateways, ACH, credit card, and digital wallet processing, payment plans, collections, refunds, and payment exception handling.
• Experience with Guidewire Cloud or SaaS platforms, or large-scale modernization initiatives.
• Experience in regulated industries such as insurance, banking, healthcare, or financial services.
• Customer experience skills: journey mapping, design thinking, and voice-of-customer analysis.
• AI & Automation: workflow automation, prompt engineering fundamentals, and practical AI use cases.
• Data & Reporting: Experience with Power BI, Jira dashboards, product analytics, and operational reporting.
• Insurance billing expertise: installments, agency vs. direct bill, commissions, refunds, payment reversals, delinquency, and collections.
• Certifications in Agile, Business Analysis (CBAP/CCBA), Insurance, or Guidewire preferred.

Knowledge, Skills & Abilities

• Demonstrated knowledge of information gathering, planning, and organizing methods and principles, as well as the organization’s goals, business operations, system requirements, and IT processes.
• Fundamental analytical and conceptual thinking, planning, organizational, and time management skills.
• Strong written and verbal communication, including technical writing.
• Ability to elicit requirements and perform testing, translate customer journeys into user stories, and analyze data to draw business-relevant conclusions.
• Ability to influence stakeholders, conduct research on computing issues, absorb complex technical information, and work with technical teams on complex solutions.
• Ability to support controls, manage risk, and apply original thinking to produce innovative ideas.

Pay

$66,000-$89,500 per year. This range is based on the expected level of experience and skills for this position. Final compensation will depend on individual qualifications.

Benefits

• Health, Dental, and Vision Insurance.
• Generous 401(k) with company match.
• Paid Time Off (PTO) with Paid Holidays.
• Flexible/Hybrid Work Schedule.
• Paid Volunteer Program.