Responsibilities: Define and document the customers’ business functions, needs, objectives and processes ; Conduct JAD sessions with customers; Acts as a liaison between departmental end-users in the analysis, design, configuration, testing and maintenance of case management systems to ensure optimal operational performance; Analyze the feasibility and develop requirements for new systems and enhancements to existing systems; Tracks and fully documents changes for functional and business specifications; Reads and interpret case management systems and functional technical literature to the end-users; Conduct change impact analysis to assess the potential implications of changes and document the business rules, functions and requirements; Participate in user acceptance testin