This job posting is for a temporary contractor role as an employee of Atrium assigned to work at Humana.
Role Summary
The Business Analyst will support the Lead Product Manager in implementing AI-enabled capabilities that provide real-time guidance to front-office contact center associates. This role will partner closely with IT, Operations, Readiness, Product, and Agile delivery teams to define, document, and manage product requirements that enable effective delivery of AI-supported associate guidance experiences.
The Business Analyst will be responsible for soliciting stakeholder input, translating business needs into actionable requirements in Azure DevOps, and representing product requirements during Agile ceremonies. The ideal candidate will have strong analytical, facilitation, and communication skills, with experience working in Agile delivery environments and supporting technology-enabled business transformation.
Key Responsibilities
• Support the Lead Product Manager in defining and delivering AI capabilities that provide real-time guidance to front-office contact center associates.
• Engage cross-functional stakeholders across IT, Operations, Readiness, Product, and business teams to understand needs, priorities, constraints, and implementation considerations.
• Facilitate requirements-gathering sessions, stakeholder interviews, process reviews, and working sessions to identify business, operational, technical, and readiness requirements.
• Translate stakeholder needs into clear, testable, and actionable requirements, including features, user stories, acceptance criteria, business rules, process flows, and supporting documentation.
• Create, refine, and maintain product backlog items in Azure DevOps, ensuring requirements are complete, prioritized, traceable, and aligned to business outcomes.
• Participate in core Agile team ceremonies, including backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, and system demos, as needed.
• Represent product requirements during Agile team discussions and help clarify business intent, user needs, acceptance criteria, and expected outcomes.
• Partner with Product Owners, Scrum Masters, engineers, UX, QA, data science, AI/ML, architecture, compliance, and operations partners to support successful delivery.
• Support readiness planning by helping identify associate impacts, workflow changes, training needs, operational dependencies, and adoption considerations.
• Collaborate with testing and quality partners to support test scenario development, user acceptance testing, defect triage, and validation of delivered functionality.
• Track and communicate requirement decisions, dependencies, risks, issues, assumptions, and open questions to the Lead Product Manager and relevant stakeholders.
• Help ensure delivered solutions align with front-office associate needs, contact center workflows, business policies, compliance expectations, and product objectives.
• Support measurement and feedback loops by helping define success metrics, adoption indicators, and operational feedback mechanisms.
Required Qualifications
• Experience as a Business Analyst, Product Analyst, Systems Analyst, Product Owner support analyst, or similar role supporting technology delivery.
• Experience gathering, analyzing, documenting, and managing business and functional requirements across multiple stakeholder groups.
• Experience writing user stories, acceptance criteria, business rules, process flows, and other Agile delivery artifacts.
• Experience using Azure DevOps or a similar Agile lifecycle management tool to manage backlog items, requirements, and delivery status.
• Experience working with Agile Scrum teams and participating in Agile ceremonies.
• Strong facilitation skills, including the ability to lead stakeholder discussions, ask effective discovery questions, and drive alignment across groups.
• Strong written and verbal communication skills, with the ability to translate business needs into clear requirements for technical and non-technical audiences.
• Demonstrated ability to work across Product, IT, Operations, Readiness, and business stakeholder groups.
• Strong organizational skills with the ability to manage multiple priorities, dependencies, and workstreams in a fast-paced delivery environment.
• Analytical mindset with attention to detail, problem-solving skills, and the ability to identify gaps, risks, and impacts.
Preferred Qualifications
• Experience supporting AI, machine learning, natural language processing, agent assist, decision support, or real-time guidance capabilities.
• Experience supporting contact center, customer service, front-office, or associate-facing technology initiatives.
• Experience with AI-enabled workflow tools, knowledge management platforms, CRM systems, telephony/contact center platforms, or desktop guidance solutions.
• Familiarity with human-centered design, associate experience design, journey mapping, or workflow analysis.
• Experience supporting operational readiness, training readiness, deployment planning, or change adoption.
• Experience working in a SAFe, Agile Release Train, or scaled Agile delivery environment.
• Familiarity with data, analytics, model performance, feedback loops, prompt/response evaluation, or AI governance considerations.
• Healthcare, insurance, or regulated industry experience.
Key Competencies
• Requirements elicitation and documentation
• Agile product delivery
• Azure DevOps backlog management
• Stakeholder engagement and facilitation
• Product and business analysis
• Contact center process analysis
• AI-enabled solution delivery support
• Cross-functional collaboration
• Operational readiness awareness
• Risk, issue, and dependency management
• Clear communication and executive-ready documentation
• Attention to detail and follow-through
Example Deliverables
• Features, user stories, tasks, and acceptance criteria in Azure DevOps
• Requirements documentation and traceability artifacts
• Current-state and future-state process flows
• Contact center workflow impact assessments
• Business rules and decision logic documentation
• Stakeholder interview notes and requirement summaries
Pay Rate Range
50 - 55 USD hourly
Additional Notes
The individual selected for this role will be offered the role as an employee of Atrium; compensation, medical benefits, fringe benefits and other terms and conditions of employment shall be presented by Atrium upon offer. The pay rate range provided is a reasonable estimate of the anticipated compensation range for this job at the time of posting. The actual pay rate will be based on a number of factors, including skills, competencies, experience, location and/or being pursued and other job-related factors permitted by law. In addition, this role will be eligible for overtime pay, in accordance with federal and state requirements.
Humana Inc. and its subsidiaries comply with applicable Federal civil rights laws and
do not discriminate on the basis of race, color, national origin, ancestry, age, disability, sex,
marital status, gender, sexual orientation, gender identity, or religion. Humana Inc. and its subsidiaries do not
exclude people or treat them differently because of race, color, national origin, ancestry, age,
disability, sex, marital status, gender, sexual orientation, gender identity, or religion.
Benefits Information
Comprehensive Benefits Package available based on eligibility
• Medical, Dental, Vision
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Supplemental and Voluntary Life Insurance
• 401(K)
• Commuter Benefit Program