Vital Services

Role Description To plan, track, and successfully deliver custom application, data, and reporting projects on schedule and within budget, driving operational alignment with the Domain BA and Engineering Manager to maximize billable utilization and protect project profitability targets. Responsibilities - Scope, Timeline, & Budget Ownership: Defining, documenting, and actively managing detailed project plans, milestones, and delivery timelines for all T&M client engagements. - Margin Protection & SOW Enforcement: Monitoring contract boundaries on active Scopes of Work (SOWs) alongside the Domain BA to prevent non-billable scope creep and ensure custom client requests protect the 20% profit margin target. - Resource Capacity & Utilization Planning: Partnering with the Software Engineering Manager to forecast near-term resourcing needs, ensuring client queues remain unblocked and the team maintains a steady >= 80% billable utilization footprint. - Stakeholder & Client Management: Serving as the primary point of contact for client communications, project updates, and milestone verification across distinct service accounts. - Jira Lifecycle Delivery Tracking: Managing the overarching operational epic and version structures within Jira, ensuring the team's weekly delivery throughput translates accurately into verifiable client progress. Qualifications - 5+ years of dedicated IT Project Management experience, with a heavy preference for candidates who have managed delivery in a professional services firm, digital agency, or technology consulting ecosystem. - Exceptional proficiency in interpreting and managing execution boundaries defined within client Scopes of Work (SOWs) and Time and Materials (T&M) agreements. - Advanced experience tracking project burn rates, forecasting near-term development capacity, and managing backlog pipelines to consistently meet direct billable resource allocation targets. - Strong familiarity operating within data-heavy or high-compliance industries (e.g., Insurance IT, FinTech, or healthcare software environments). - Extensive hands-on experience structuring, building, and maintaining epics, milestones, release versions, and capacity-tracking components inside Jira. - Strong history acting as the primary, polished point of contact for complex B2B client relationships. - Proven success pairing directly with a Domain BA and a Software Engineering Manager to maximize team productivity. Success Metrics - Partner with the Software Engineering Manager to maintain a baseline of >= 80% billable utilization across the active engineering team. - Ensure that >= 80% of all contractually promised client retention/capacity hours are actively planned, story-pointed, and scheduled in the backlog at the start of each cycle. - Keep non-billable overruns, unapproved scope additions, or delivery reworks to < 5% variance against budgeted SOW hours. - Maintain a >= 90% compliance rate on hitting defined client project milestones and scheduled delivery dates.

Role Description Vital Services is seeking an experienced, talented, and knowledgeable Commercial Insurance Technology Business Analyst to join our growing Information Technology team. As the Commercial Insurance Technology Business Analyst, you will serve as a key liaison between commercial insurance clients, business stakeholders, and technology teams. This role focuses on understanding client initiatives within the property & casualty insurance industry and translating those business needs into clear, actionable technical requirements and solutions. The analyst partners closely with customers and internal teams to ensure applications, enhancements, and projects are well-defined, properly configured, thoroughly tested, and successfully delivered. This position blends business analysis, application support, and project coordination, with a strong emphasis on communication, execution, and customer satisfaction. Essential Duties and Responsibilities - Client & Business Engagement - Engage with commercial insurance clients to understand business initiatives, operational needs, and technology challenges. - Act as a trusted point of contact who can confidently discuss insurance workflows, data, and system capabilities with customers. - Translate client goals into functional and technical requirements that development and application teams can execute. - Business Analysis & Requirements - Gather, analyze, and document business and system requirements through client meetings, interviews, workflow analysis, and documentation review. - Identify implied or unspoken requirements based on insurance processes and system behavior. - Develop clear functional specifications, including system inputs, outputs, interfaces, workflows, and performance requirements. - Technology & Application Support - Monitor and manage application and/or project-related support tickets, ensuring timely resolution and appropriate escalation. - Support user setup and security permissions within business applications. - Assist with testing new software releases, system enhancements, and reports. - Project & Delivery Coordination - Coordinate and manage project tasks, track progress, communicate status updates, and help resolve blockers across teams. - Evaluate scope changes and communicate impacts on timelines, deliverables, and priorities. - Develop and execute test plans, conduct user acceptance testing when needed, and ensure solutions meet requirements. - Documentation & Knowledge Management - Document processes, procedures, and system behavior to promote sustainable knowledge management. - Maintain records of issues, solutions, configurations, and testing artifacts to support audit and operational needs. - Contribute to internal documentation and client-facing materials as needed. Qualifications - A minimum of 3 years of experience in business analyst, project manager, application/software support technician, or similar role required. - A minimum of 5 years of experience in a technical customer support role. - Associate's or Bachelor's Degree in Mathematics, Economics, Business, Computer Science, or other quantitative degrees preferred. - Experience with insurance software, such as Vertafore IMS, ImageRight, NetRate, AMS360, Sapiens, Surefyre, Applied Systems, EZLynx, or similar. - Strong working knowledge of SQL and data querying. - Experience with reporting and analytics tools such as Power BI, SSRS, Tableau, Qlik, or similar. - Familiarity with data sources such as SQL Server, Excel, cloud data platforms, or legacy systems. - Experience in Agile or iterative development environments is a plus. Competencies and Success Factors - Information technology support experience. - Commercial insurance, property and casualty lines industry experience. - Strong detail orientation and communication/listening skills. - Possess a strong work ethic and team player mentality. - Can work under minimal supervision. - Able to follow documented processes. - Become proficient in the use, configuration, and support of our client's applications. Pay Range $70,000 – $90,000, dependent on experience