About this role.
SmithRx is hiring a remote Business Systems Analyst to operate and scale the Business Systems Jira intake process for cross-functional teams. The role combines requirements analysis, ticket triage, agile backlog management, stakeholder communication, Salesforce administration, and reporting. The analyst will also troubleshoot Salesforce integrations with tools such as Five9, Ironclad, and DocuSign, while documenting system changes and operating procedures. Candidates need at least four years of relevant experience, including two years managing service desks or engineering backlogs, and must be comfortable working in a fast-moving healthcare technology environment.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Business Systems Analyst role at SmithRx. My experience translating business needs into well-defined system requirements, managing Jira intake and backlogs, and administering Salesforce would enable me to help scale reliable, stakeholder-focused operations.
I bring a structured, collaborative approach to triage, acceptance criteria, reporting, documentation, and cross-functional release planning. I am particularly motivated by the opportunity to support SmithRx’s mission of improving the healthcare experience through practical technology and operational excellence.
Thank you for your consideration. I would welcome the opportunity to discuss how I can contribute to the Business Systems team.
Sample interview questions
I would first clarify the business outcome, affected users, urgency, and examples of the current issue. I would document the request as a user story with testable acceptance criteria, assess Salesforce and integration impacts with technical partners, then assign a priority using business impact, risk, and effort.
I would establish consistent request types, required intake fields, severity definitions, SLAs, and a visible status workflow. I would review the queue daily, identify blockers early, communicate expected timelines, and use trend reporting to reduce recurring request types through documentation or automation.
I would diagnose the issue by checking the integration’s logs, recent configuration changes, user permissions, field mappings, and API or vendor status. I would contain the business impact where possible, communicate a clear incident update, coordinate resolution with the relevant teams, and document root cause and preventive actions afterward.
I prioritize work based on production impact, customer or revenue risk, compliance concerns, number of users affected, strategic alignment, and implementation effort. I make tradeoffs transparent in backlog grooming and ensure stakeholders understand why a lower-priority enhancement may be scheduled after a critical defect.
I would define the process question first, validate the underlying data model and report filters, and build dashboards around actionable metrics such as volume, aging, SLA attainment, conversion, or exception rates. I would review the dashboard with users, refine it for clarity, and document metric definitions so decisions are based on trusted data.
Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
Job Summary:
The Business Systems Analyst (BSA) will serve as the operational anchor and triage resource for the Business Systems team. This individual is responsible for establishing, scaling, and managing the Jira intake queue for business system enhancements and support tickets coming from Sales, Marketing, Revenue Operations, Account Management, Customer Support, and Product/Engineering.
The ideal candidate has sharp systems-thinking abilities, SaaS tools experience, strong Salesforce administration skills, and a proven track record of triaging incoming requests, analyzing technical feasibility, defining clear acceptance criteria, and prioritizing work in an active fast-moving and agile environment.
What you will do:
- Own the end-to-end Jira intake process, evaluating new requests, resolving ambiguity, assessing system feasibility, and routing issues efficiently to keep the Business Systems queue organized.
- Translate loose user feedback and broad stakeholder pain points into deeply detailed, technical Jira user stories with precise acceptance criteria.
- Execute hands-on Salesforce administration (Flows, validation rules, page layouts, user security, and data management) to implement approved ticket requests.
- Oversee and troubleshoot integrations between Salesforce and critical third-party tooling such as Five9, Ironclad, and DocuSign.
- Run backlog grooming and sprint planning sessions, collaborating with technical leads to balance hotfixes/bugs with long-term strategic projects.
- Proactively manage stakeholder expectations, providing transparent updates on ticket status, SLAs, delays, and releases.
- Build robust Salesforce reports and dashboards to give key business units real-time visibility into their processes.
- Write clear Standard Operating Procedures (SOPs) and technical documentation so that system changes are easily understood and auditable.
What you will bring to SmithRx:
- Bachelor’s degree or equivalent experience
- 4+ years of relevant experience
- 2+ years of experience actively managing, triaging, and scaling Jira service desks, engineering backlogs, or similar ticketing workflows.
- Experience configuring or maintaining third-party tools integrated with Salesforce (e.g., Five9, DocuSign, Ironclad).
- Proven ability to quickly categorize urgent bugs, system enhancements, and general questions while identifying downstream technical impacts.
- Ability to create reports and dashboards to support business decision-making.
- Strong analytical and problem-solving skills, with the ability to gather and translate business requirements into technical solutions.
- The ability to push back gracefully on stakeholders, explain complex system limitations in plain English, and bridge the gap between business needs and engineering constraints.
- Excellent communication skills and experience collaborating with cross-functional teams.
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
Location: U.S. Remote
Zone A includes the following locations:
- San Francisco Bay Area – California
- Metro New York City – Connecticut, New Jersey, New York and Pennsylvania
Zone A Pay Range
$112,200—$132,000 USD
Zone B includes the following locations:
- California – outside of San Francisco Bay Area
- Metro Denver / Boulder – Colorado
- Metro District of Columbia – District of Columbia, Maryland, Virginia and West Virginia
- Metro Boston / Cambridge – Massachusetts and New Hampshire
- Metro Austin – Texas
- Metro Seattle – Washington
Zone B Pay Range
$102,900—$121,000 USD
Zone C includes all other locations not listed above, including:
- Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Rhode Island, South Carolina, South Dakota, Tennessee, Utah, Vermont, Wisconsin, Wyoming
- Non metro Colorado, Connecticut, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, Texas, Virginia, Washington, and West Virginia
Zone C Pay Range
$93,500—$110,000 USD
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.
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