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MassMutual Technical Business Analyst in Springfield, Massachusetts


  • Bring and grow subject matter expert on core functionality, particularly ServiceNow module and Gensys Cloud or other similar platforms.

  • Formulate and define business and/or systems scope and objectives based on both user needs and an understanding of industry requirements.

  • Possess the ability to translate business concepts into functional reality and implement solutions.

  • Participate with a focus on MVP deployments while concurrently identifying system capabilities and mature backlogs required to support evolving business and operating models.

  • Collaborate with IT teams and vendors to design and implement new solutions, maximize operating efficiencies, and reduce costs.

  • Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure platform stability.

  • Partner with vendors as needed to build relationships.

  • Mentor MassMutual resources (business and IT) to build expertise on platform.

  • Advanced troubleshooting and problem-solving abilities.

  • Participate in testing to perform for Quality Assurance for technical stories, and to support our business partners in User Acceptance Testing.


The Ideal Candidate will:

  • Be customer-focused and highly proficient in Agile, Scrum, and Waterfall methodologies.

  • Be able to simplify the detailed project and process information to effectively communicate technical information verbally and in writing.

  • Have strong facilitation skills to lead discussions across multiple groups and liaison between stakeholders and technical teams.

  • Ability to quickly learn new systems, processes, and technologies.

  • Foster a team atmosphere and encourage team members to contribute to innovative solutions.

  • Have outstanding interpersonal, communication, and coordination skills and the ability to take command/charge of requirements sessions if they begin to digress or go off-topic.

  • Have a strong drive to complete commitments even when faced with ambiguity.

  • Be able to work on multiple tasks/projects at a time and move from one project to the next.

  • Ability to work independently with minimal supervision and within tight deadlines.


  • 3+ Years of technical experience with Service Now, Genesys or other similar platforms supporting Call Center functions.

  • Strong understanding of event lifecycles and workflows.

  • 5+ years of experience in a project team or squad, with demonstrated history of working with multiple vendors and complex integrations.

  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

  • Must be able to obtain and maintain the required clearance for this role.

Education preferred:

  • Bachelor's Degree or equivalent.

  • Experience with in-depth hands-on technical expertise. Apply technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives.

  • Relevant experience in Contact Center operations software features, including web, chat, email, social media, SMS/text, mobile and fax.

  • Experience with understanding and querying databases.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us (talentacquisition@massmutual.com) and share the specifics of the assistance you need.