The Jackson Laboratory

Business Process & Application Analyst

Job Locations US-ME-Bar Harbor | US-Remote
Posted Date 3 weeks ago(11/16/2020 3:24 PM)
Job ID
Marketing, Customer Support and Business Development


This role provides key operational and project coordination across JAX Mice & Clinical Research Servcies (JMCRS), actively participating in functional components of JMCRS critical system development, including ERP and CRM.  This includes product research, gathering user requirements, business analysis, solution design, functional test script development, user testing, user training, functional trouble-shooting, and ongoing user support.  JMCRS applications include Salesforce, Microsoft Dynamics AX and D365, its supported Data Warehouse and related operational systems. 


The Business Process & Application Analyst is expected to consult with cross-functional stakeholders from various departments, to understand operational challenges, and then work closely with system users and IT staff to develop, test, train and support real, functional solutions.


Operates with considerable latitude and discretion.


JMCRS System Functional Support

  • Provide operational and functional support and troubleshooting of complex user and application issues across all business areas. This includes assistance, advice, and coaching across multiple departments.
  • Assist in maintaining user access rights and role centers.
  • Foster and maintain good relationships with internal customers to meet expected customer service levels.
  • Develop deep understanding of application functionality and architecture.

Subject Matter Specialist


  • Serve as an expert for one or more JMCRS applications, functioning as a subject matter and process specialist to provide broad functional expertise across JMCRS in support of the review, analysis, development and implementation of new processes and/or interfaces. 
  • Evaluate Enterprise Software capabilities and assist the effort to identify, prioritize and implement functionality that will improve the efficiency of business processes.
  • Help to facilitate seamless staff on-boarding of any new team resources. Foster teamwork across the organization to support developing a high-performance team.

User Testing/Training Coordination & Support


  • Review and test software training documentation for new applications and changes.
  • Assist in developing and carrying out user testing for new applications and changes.
  • Ensure complete testing so that production issues are minimal after implementation of new enhancements, changes or upgrades.
  • Work with SQA to determine high-level functional test cases; perform manual testing on an as-needed basis.
  • Assist in developing and carrying out user training for new applications and changes.

Change/Issue Management

  • Adapt, improve and coordinate the JMCRS application Operational Review Board (ORB) processes, including managing meetings.  The ORBs are responsible for tracking system and process issues, triaging the allocation of resources towards corrective action and directing the implementation of solutions.
  • Facilitate JMCRS application change management process to track all changes to the system.
  • Review all documentation; communicate new features to ORB members and/or change owner.
  • Develop business relationships and integrate activities with IT colleagues to ensure successful implementation and support of projects.


  • Bachelor’s degree in Information Technology, Accounting, Finance, Business or related area preferred OR minimum two years’ experience in general business application support.
  • Superior problem-solving/analytical skills; outstanding organizational skills; detail-oriented
  • Advanced proficiency with minimum of two years of experience in MS Office applications: Excel, Word, PowerPoint, Visio and Outlook
  • Ability to organize and lead cross-functional teams.
  • Excellent communication skills, both written and oral. Positive attitude and professional manner in all interactions
  • Demonstrated commitment to continuous learning and professional development.

Please submit a cover letter of interest and an updated resume!

About Us

The Jackson Laboratory (JAX) is an independent, nonprofit biomedical research institution with more than 2,300 employees. Headquartered in Bar Harbor, Maine, it has a National Cancer Institute-designated Cancer Center in Augusta, Maine, a genomic medicine institute in Farmington, Connecticut, and facilities in Ellsworth, Maine, Sacramento, California, and Shanghai, China. Its mission is to discover precise genomic solutions for disease and empower the global biomedical community in the shared quest to improve human health.

The Jackson Laboratory's 43-acre scenic Bar Harbor campus is nestled between the Gulf of Maine and the mountains of Acadia National Park. Some of the best hiking and biking in the world (over 50 square miles of mountains, lakes, views, and dramatic coastline) is accessible from our campus. We are one mile from downtown Bar Harbor, which offers a vibrant downtown district with a plethora of restaurants, shops, museums, and galleries.

JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients’ lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 “Best Places to Work in Academia” in the United States in a poll conducted by The Scientist magazine!

Our Values:

INTEGRITY - Courage and commitment to do what is right

PEOPLE - Inspiring our people to enhance the health of all

ONE TEAM - Unified by our promise to transform medicine and science

EXCELLENCE - Achieving world-class results

INNOVATION - Leading with discovery and creative solutions

STEWARDSHIP - Caring for and enhancing the resources entrusted to us


What do we have to offer?

JAX offers a dynamic and supportive work environment, competitive salaries, and a comprehensive benefits package, including a medical plan, outstanding retirement plan, generous paid time off, and tuition reimbursement including an MBA program. Our campus offers a fitness center with an award-winning wellness program, an onsite full service cafeteria, and a fully operational primary care facility available to employees and their families.


Most importantly, every position contributes to JAX’s mission of discovering precise genomic solutions for human disease and empowering the global biomedical community in our shared quest to improve human health.


Employment will require successful completion of references, background check, and an appropriate non-compete agreement.

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.

Learn more about career opportunities at JAX:



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