IT Analyst - Billing & Payments

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Position Overview

The IT Analyst - Billing & Payments is responsible for helping business partners identify and implement technology solutions by determining the business requirements for a product, project, or program, and translating these requirements into user stories and features. The IT Analyst - Billing & Payments provides general analytical support across products and the entire organization, and therefore should understand key business processes, key business drivers, short and long-term direction, and related technologies. During development, the IT Analyst - Billing & Payments deals with issues and questions as well as provides support in implementing required changes.

The IT Analyst - Billing & Payments communicates emerging business and customer trends to delivery teams; supports prototyping and design for innovative solutions; identifies opportunities for business-led delivery; and promotes modern technology opportunities and trends to business partners and product managers.

The IT Analyst - Billing & Payments has knowledge and understanding of IT Operations and the processes that control workflow and changes. The IT Analyst - Billing & Payments can provide support and recommendations towards business request handling, change and release control, asset and inventory tracking, and major incident handling/tracking. The IT Analyst-Billing & Payments can provide support in IT risk and finance disciplines such as internal or external audit handling, budgeting, contract management, and technical/process writing.

The IT Analyst-Billing & Payments participates in program increment planning, pre-and-post planning, system, and solution demos, and inspect and adapt events. The IT Analyst - Billing & Payments may also contribute to the development of the team backlog and architectural runway, management of work in process (WIP) levels, and support of program and solution Kanbans.

Essential Job Functions

• 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 as required.
• Promote continuous improvement and modernization of billing and payment experiences through data-driven analysis and industry best practices.
• Performs other duties as assigned

Education & Experience

• Bachelor's degree or in Information Systems, Computer Science, Information Systems, Business, or other related fields or equivalent work experience.
• Typically requires 2-5 years of experience as a Business Analyst, IT Analyst, Product Analyst, or similar role.in the desired field or may have intermediate level technical or business work experience
• Experience in an agile environment strongly preferred

Must Have:

• Experience eliciting, analyzing, documenting, and validating business, functional, and non-functional requirements.

• Experience translating customer journeys, business processes, and stakeholder needs into:

• Epics, features, and user stories

• Acceptance criteria

• Use cases and 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

• 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.

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

Good to have experience:

• Property & Casualty insurance experience

• Experience with billing and payment systems.

• Experience implementing or supporting:

• Guidewire BillingCenter

• Payment platforms

• Customer portals

• Digital payment modernization

• Recurring payment systems

• Electronic billing and paperless preferences

• Experience with:

• Payment gateways

• ACH, credit card, and digital wallet processing

• Payment plans and installment billing

• Collections and delinquency workflows

• Refunds, reversals, and payment exception handling

• Experience with Guidewire Cloud or SaaS platforms.

• Experience participating in large-scale modernization initiatives.

• Experience working in regulated industries:

• Insurance

• Banking

• Healthcare

• Financial Services

Customer Experience

• 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 & Licenses

• Agile, Business Analysis (CBAP/CCBA), Insurance, or Guidewire certifications preferred

Knowledge, Skills & Abilities

Demonstrated knowledge of:

• Information gathering, planning, and organizing methods and principles
• The organization's goals and objectives
• Business operations, system requirements and IT processes and technologies
• Demonstrated skill in:
• Fundamental analytical and conceptual thinking
• Planning, organizational, and time management
• Written and verbal communication including technical writing skills

Demonstrated ability to:

• Elicit requirements and performing testing
• Translate customer journeys into user stories
• Analyze data to draw business-relevant conclusions and in data visualization techniques and tools
• Influence stakeholders and work closely with them to determine acceptable solutions
• Conduct research on a wide range of computing issues as required
• Absorb and retain information quickly, specifically complex technical information
• Work with technical teams producing complex solutions
• Support controls and assist in managing risk to foster a stable business production environment
• Apply original thinking to produce innovative ideas and innovate

Applicants must be authorized to work in the U.S. without sponsorship now or in the future.

Pay Range:

$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

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

For more information about the benefits we offer, please visit our Careers Page.