MSP - Business Analyst (contract)

Humana is seeking a Business Analyst to support AI-enabled capabilities that provide real-time guidance to front-office contact center associates. The role will gather and translate stakeholder needs into actionable Agile requirements, manage Azure DevOps backlog items, participate in Agile ceremonies, and support delivery, testing, readiness, and measurement activities.

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

Requirements:

• • 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
• • 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