About the Role The Support Systems Analyst for the Support Operations organization (a member facing support team) is a critical role responsible for bridging the gap between business needs and IT solutions. This individual will work closely with key stakeholders within the Support Operations organization to understand current and future business requirements, evaluate how existing or new systems can meet those needs, and collaborate with IT to design and implement tailored solutions in addition to executing administrative changes in the systems themselves. These duties will range from more immediate/short term efforts that require a quick turnaround in days or a weeks to longer efforts that would span months or quarters (i.e., projects). Additionally, the Support Systems Analyst will be responsible for providing hands-on training and support to customer support staff, ensuring they are equipped to use new systems effectively and efficiently. What You'll Accomplish Collaborate with Support Operations leadership and other stakeholders to gather, analyze, and document business requirements. Conduct gap analysis to assess how current systems align with the business needs and identify areas for improvement or new system implementations. Act as the primary liaison between the Support Operations team and IT to ensure all requirements are well understood and addressed in system design. Manage and administer ongoing changes to Support Operations’ systems partnering with IT and/or vendor as needed. Evaluate existing systems and new solutions for their ability to meet business objectives, scalability, and user-friendliness. Participate in the project planning, testing, and implementation phases, ensuring that system changes are delivered on time and meet the needs of the Support Operations organization. Develop and deliver training programs to ensure all Support staff are proficient in using new systems and tools. Provide ongoing support and troubleshooting to Support Operations teams as they adapt to new systems. Create comprehensive training materials, user guides, and FAQs to facilitate system adoption and usage. Monitor system performance and feedback from users to identify areas for optimization or enhancement. Collaborate with IT on future system upgrades, feature improvements, and long-term technology strategy. Stay informed about industry trends and emerging technologies to recommend new tools or processes that can further enhance the Support Operations organization’s performance. Basic Qualifications Bachelor’s degree in Business Administration, Information Systems, or a related field. 3-5 years of experience in a business systems analysis or similar role, preferably within a customer support or service-oriented environment. Strong understanding of business process analysis, requirements gathering, and documentation. Experience with CRM (customer support software, chat/chatbots, etc), phone systems, and system implementation. Preferred Qualifications Experience administering and managing Freshdesk CRM (Freshworks) and Zoom phone systems. Experience using Slack and G Suite to manage their day to day work. Experience developing and maintaining internally built systems created to enable a support organization. Experience developing and delivering training. Experience working at a digital healthcare company. Compensation This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below: Tier 3: IL (ex Chicago), TX (ex Houston), WA (ex Seattle Radius), WI (ex Chi Radius), CO, MI, MN, NV, OR: $$94,100 - $141,100 Tier 4: AZ, AR, ID, IN (ex Chicago), IA, KS, KY, LA, MS, MO, MT, NE, NM, ND, OK, SD, UT, WY: $85,100 - $127,700 (Please note that we are not currently hiring in the EST timezone) About Hinge Health Hinge Health is moving people beyond pain by transforming the way it is treated and prevented. Connecting people digitally and in-person with expert clinical care, we combine advanced technology, AI and a care team of experts to guide people through personalized care directly from their phone. Our approach is proven to reduce pain by 68%, prevent 42% of new opioid prescriptions, and avoid more than half of joint replacement surgeries. Available to 18M people, Hinge Health is trusted by leading health plans and employers, including Land O’Lakes, L.L. Bean, Salesforce, Self-Insured Schools of California, Southern Company, City of Boston, US Foods, and Verizon. Learn more at http://www.hingehealth.com What You'll Love About Us Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live. Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match. Modern life stipends: Manage your own learning and development Diversity and Inclusion We’re committed to building diverse teams that reflect the communities we serve. Visit hingehealth.com/diversity-equity-and-inclusion to learn more about what moves us. Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter. Workday ID JR977