The Opportunity
The Business Analyst will join the Mass General Brigham Digital, Enterprise Analytics Team which will be responsible for assisting with business intelligence initiatives, to help our end users access and analyze data from a data warehouse, data mart, OLAP source or operational systems. This position will also assist in developing the business and technical requirements, planning, rollout, and support of the front-end reporting tools used throughout the organization.
Additionally, the business analyst will act as the gatekeeper for all requests from stakeholders and be a key resource when validating development efforts before they go to production.
The work is rapidly evolving, and the Business Analyst must be able to operate in an agile manner and respond to significant change within Enterprise Analytics as teams evolve to the new strategic plans.
The Business Analyst will report to the Analytics Manager for Enterprise Analytics Business Intelligence reporting.
Principal Duties and Responsibilities: Daily Intake Management
- Triage incoming requests and issues from business customers.
- Partners with stakeholders to identify, evaluate, and document requests.
- Work with members of the organization to model and deliver data needed to support operations of the business.
- Drive intake requests through lifecycle of data collection, evaluation, and approval
- Act as a liaison between customers and internal Data and Analytic teams to assure accurate problem or request interpretation. Courteously obtain and convey concise problem information as needed to properly inform escalated issues and minimize re-work in hand-offs
- Prepare, coordinate, and facilitate cross team meetings with site and Data and Analytic representation required to identify requirements and confirm scope of requests
Daily Tier 1 Support/Access Management
- Responsible for first level contact of support for data and analytic products and services including the Enterprise Data Warehouse, Data Lake, Tableau Dashboards, and other teams as defined
- Provide a high degree of customer service
- Responsible for providing a thoughtful initial assessment of all requests, resolving issues within their abilities quickly, and escalating in a timely manner when beyond their capabilities
- Assist Data Access & Security Lead with the access request process for all data repositories within the ecosystem allowing for a centralized and coordinated process for all users, leading this workflow when necessary
- Coordinate and track identity management and access maintenance procedures
- Track progress of tickets and follows up with other support staff involved to ensure service requests and incidents are resolved and customer communication is complete
- Continually grow general knowledge of company culture, systems, and applications to increase the ability to resolve requests on first contact
Metric/Status Reporting
- Develop and manage reports and dashboards, focusing on KPIs
- Assist Data and Analytics teams and leadership with metric needs
- Create presentations and status/project reports as needed
- Monitor established SLA's and conducts follow ups as needed
Knowledge Base Development
- Document all useful or repetitive issue resolution or tips and tricks for use in the Center of Excellence
- Work across the workstreams within the Data and Analytics Center of Excellence to support and build a knowledge base repository to help drive self-service and efficient problem resolution
- Identify opportunities to enhance the user support knowledge base and/or create new user support aids, including FAQs, tip sheets, and trainings
Other Responsibilities
- Drive development, documentation, and process improvement efforts within team
- Continuously evaluate the Data and Analytics intake approach to make process improvements, and ensure effective and efficient workflow is used to expedite evaluation of requests
- Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Perform other duties as assigned
Qualifications and Requirements
- Bachelor's Degree Information Systems required or Bachelor's Degree Related Field of Study required
- MGB can consider and review experience in lieu of a degree
- 3-5 years' experience, preferably in healthcare data analytics
- 2+ years' experience with analytics support, business intelligence or data warehouse environment and EPIC experience is preferred
Skills Required
- Data analysis skills, both qualitative and quantitative
- Ability to communicate clearly and work well with business users to gather requirements
- Experience in planning and leading cross team meetings, facilitation and presentation are required
- Proficient in basic SQL is a plus
- Knowledge of Cognos Analytics, Tableau, Power BI or other Business Intelligence tools preferred.
- Project Management experience including tools such as Adobe Workfront, Service Now, Azure DevOps or other project organization tools a plus
- Experience in business requirements gathering required
- Experience in creating and executing test cases required
- Pro-active, process-driven, with a strong focus on understanding and exceeding the expectations of the customer
- Candidate should have an understanding of basic financial and business principles in healthcare setting
- Epic Clarity experience a plus
- A combination of education and experience may be substituted for requirements
Skills For Success
- Excellent written and verbal communication skills
- Strong project management and organizational skills
- Detail oriented and experienced in leading projects from initiation to completion
- Attentive and intellectually curious, possessing the will and perseverance to aid and resolve issues
- Comfortable organizing and leading discussions with a broad range of end-users and/or leadership
- Experience with ITIL service desk functionality
- Proficiency in Windows and MS Office 365, familiarity with ServiceNow, Collibra, or similar tools
- Uses critical thinking to develop content e.g., PowerPoint, Metric Dashboards
- Ability to work effectively in a complex and agile environment while remaining flexible and adaptable
- High-energy, high-impact, team-oriented professional that builds strong working relationships
Working Model
- Hybrid with onsite required
- Candidate must be flexible for weekly or monthly business needs
- M-F ET business hours required
- On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment.
- Teams video is required and must be accessed using MGB-provided equipment.
Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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Mass General Brigham (Enterprise Services)
Nov 06, 2025