JOB SUMMARY:

The Business Systems Coordinator supports the effective operation, integration, and optimization of business systems and applications across the organization. This role acts as a primary liaison between the company and external partners, vendors, and service providers to ensure systems function reliably, issues are resolved efficiently, and enhancements align with business needs. The Coordinator also collaborates with internal teams to collect requirements, troubleshoot system issues, maintain documentation, and support user adoption of tools and technologies.

PRIMARY JOB RESPONSIBILITIES:

Business Systems Support & Coordination

• Serve as the central point of contact for questions, issues, and enhancements related to business systems and applications.
• Coordinate system updates, configurations, and maintenance activities with internal teams and external partners.
• Troubleshoot and escalate system issues, ensuring timely resolution and clear communication with stakeholders.
• Support onboarding and offboarding processes for system access, permissions, and user provisioning.

Liaison Between Company and External Partners

• Act as the primary liaison between the organization and external companies, including software vendors, service providers, and technology partners.
• Facilitate communication, issue tracking, and follow-up on requests between internal users and external technical teams.
• Monitor external service performance and escalate concerns or unmet expectations as needed.
• Participate in vendor meetings, demos, and evaluation discussions to support system improvements or new solution assessments.

Technical Learning & Application Expertise

• Rapidly acquire proficiency in new business applications, tools, and features through self-directed learning and vendor training.
• Assess new and existing system capabilities and translate them into practical use cases for the organization.
• Stay informed about product updates, emerging tools, and best practices to support continuous improvement.

Process & Documentation

• Maintain system documentation, process maps, user guides, and standard operating procedures.
• Support data accuracy by assisting with audits, quality checks, and updates across systems.
• Help streamline workflows by identifying process gaps and recommending improvements.

User Support & Training

• Provide day-to-day user support, addressing system usage questions and troubleshooting basic issues.
• Assist with developing and delivering training materials, job aids, and onboarding resources.
• Promote user adoption of systems through clear guidance, communication, and support.

System Monitoring & Reporting

• Track system performance, usage metrics, and common issues to identify trends and improvement opportunities.
• Support the preparation of reports or dashboards related to system activity or operational performance.

JOB QUALIFICATIONS:

Required

• Associate or Bachelor's degree in Business, Information Systems, Technology, or a related field (or equivalent experience).
• 2–4 years of experience in business systems support, application administration, or a similar coordination role.
• Strong communication skills with the ability to work effectively with both technical and non-technical stakeholders.
• Experience coordinating with external vendors or service providers.
• Solid organizational and problem-solving skills.

Preferred

• Experience with CRM, ERP, HRIS, or collaboration platforms (e.g., Salesforce, Workday, Microsoft 365, ServiceNow).
• Strong understanding of data structures, integrations, or workflow automation.

PHYSICAL DEMANDS:

• Incumbent must be able to communicate effectively.
• Desire to work remotely and in a professional office setting.
• Ability to operate personal computers and related technologies.

The target hiring range for this role is $73,695- $99,705 (Annually). The starting base salary will be determined based on skills, experience, and other job-related factors. In addition, our total rewards package includes medical, dental, and vision plans; generous time off including PTO, short and long-term disability insurance and a competitive 401(k) savings match including financial planning workshops. See our Careers Page for more information.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. **

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.