IT Business Analyst

Who We Are

At Lucet, we are industry leaders in behavioral health, dedicated to helping people live healthy, balanced lives. Our purpose is to advocate for and improve the overall well-being of those we serve, through balanced treatment of the mind and body.

When you join Lucet, you become a valued member of our team, serving more than 15 million people across the U.S. Our employees have a passion for helping others - and it shows. From entry-level employees to senior leaders, we are inspired by our members, putting them first in everything we do. From day one, you'll see firsthand the impact you have on our members, knowing you can make a true difference in their lives.

Why Join our Team

At Lucet, we’re committed to creating a workplace where top talent thrives both personally and professionally. We offer a dynamic, mission-driven environment where your work has real impact, your unique background and experience are valued, and no two days are alike. If you’re passionate about meaningful work and delivering impactful results, we encourage you to apply!

We support our team with a competitive compensation and benefits package, including:

• Annual compensation between $90,000 - $100,000, PLUS an annual performance-based, discretionary incentive.
• *Compensation is dependent on non-discriminatory factors including but not limited to an applicant's skills, education/degrees, certifications, prior experience, market data, and other relevant factors.
• Comprehensive health benefit options: Medical, dental, and vision coverage
• 401(k) with competitive employer match
• Company-paid life and disability insurance
• Paid parental leave and wellbeing incentives
• Generous paid time off, including volunteer time
• Flexible spending accounts for healthcare and dependent care
• Professional development opportunities and tuition reimbursement
• Remote work flexibility (role-dependent)
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.

At Lucet, your work will directly support our mission to improve behavioral, physical, and social health—one member at a time.

What You Will Do - Essential Functions

The IT Business Analyst is responsible for the implementation and support of business information systems across multiple departments. They collaborate with Product Owners and business leaders to manage team backlogs and help define and deliver strategic visions. They affect change by helping leaders articulate business needs in working sessions with architects to create transformational solutions. They operate in a solution-oriented environment and are encouraged to identify process improvement opportunities to drive systemic change in the organization.

• Business Analysis & Stakeholder Management
• Partner with business stakeholders, product owners, and development teams to gather requirements, define business needs, and translate them into technical solutions.
• Lead roadmap planning, backlog refinement, prioritization discussions, and project decision-making while balancing risks and competing business priorities.
• Project Delivery & Product Support
• Create and maintain project documentation including business requirements, project charters, UAT plans, and project status communications.
• Track software development progress, coordinate production issue resolution, manage multiple initiatives, and serve as a Subject Matter Expert (SME) for supported products or programs.
• Genesys Cloud Administration & Contact Center Operations
• Support the configuration, administration, optimization, and enhancement of Genesys Cloud, including routing, IVR flows, queues, reporting, and contact center operations.
• Collaborate with cross-functional teams to troubleshoot issues and improve inbound/outbound call handling, dialer setup, disposition processes, and integrated interaction workflows.

Who You Are

• Required Qualifications
• Degree related to Analysis, Technical/Business Administration, or Communication fields and 3 years relevant experience, or at least 6 years' total specific Business Analyst roles and experience
• T-SQL experience (writing queries, analyzing SQL data, etc.)
• Working knowledge of contact center technologies and telephony concepts relevant to Genesys Cloud, such as call routing, IVR design, and workforce engagement tools.
• 2+ years hands‑on experience supporting or administering Genesys Cloud (e.g., Architect flows, queue configuration, user/role management, reporting).
• 4 years Demonstrated experience with SDLC (Software development Life Cycle) in Agile and Waterfall methodologies
• 6 years’ Experience creating software development requirements documents
• 6 years’ Experience writing development tasks from requirements documents
• 4 years’ Experience interacting with senior leadership
• Organization and time management skills
• Strong analytic and problem-solving skills
• Ability to work both independently and in various team settings
• Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen. 
• Someone who embodies our values by:
• Serving everyone with compassion and leading with empathy.
• Stepping up and creating value by taking charge and acting when there is an opportunity.
• Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
• Nurturing growth and belonging by respecting and celebrating everyone for who they are.
• Competencies
• Responsible with a high level of integrity and ethical standards
• Intuitive nature to identify compliance irregularities
• Excellent communication and interpersonal skills, with the ability to collaborate across teams.
• Working Conditions:
• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required.
• Frequent use of computer and phone systems
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.

We encourage applicants from a variety of backgrounds and experiences to apply, especially those who can demonstrate how their unique qualifications and skills align with the requirements of this role and support our mission to improve whole-person health.

This position will accept and review new applications and resumes no less than 5 business days after the original posting date and may remain open an extended period of time with no set end date based on the level of interest.