Business Analyst - OCCM
- Location: Phoenix, AZ
- Posted: Nov 20, 2019
Position location can be considered across the enterprise, as determined by business needs.
This role will be a key member of a dynamic project that will bring new technologies and best practices focusing on the enhancement of patient and employee experiences in our contact centers. Additionally this role will work to stand up and be an ongoing part of the Office of Contact Center Management (OCCM). Through a partnership with existing contact centers, the new OCCM will introduce and manage new technology and provide expert resources to provide simple, seamless, and personalized connection for patients and employees. Initial focus will be on the telephonic experience and over the next year will begin focusing on expanding connections to digital channels to include text, email and chat. This role has responsibilities for modeling ideal staff scheduling to ensure the highest level of service, creation of analytics, data integration and consultation. Experience working with vendors along with requirements gathering and software configuration will be helpful during the project and ongoing following project completion. Setting strategy, modeling, creation of dashboards and performance analytics preferred.
Provides business analysis services at a local, institutional or enterprise level.
Understands and considers both the business and the technical needs of all customers with the goal of providing a quality product or process that meets the business objectives.
Examines costs, benefits and risks associated with the proposed investment/project and recommends alternatives for solutions throughout the business life cycle.
Collaborates with stakeholders and users to synthesize, articulate and document business objectives and requirements by applying system and analytical thinking methodology and discipline. Understands business strategy and business planning principles and applies with minimal guidance in project work (areas may include but not limited to: value proposition, mission/strategy, goals/objectives, technology assessments, funding, and management/administration).
Performs data analysis, defines and documents business requirements, supports translation to functional specifications early in the development cycle, and concludes with design synthesis and system validation while considering the complete system. Assists project leaders in coordinating deployment of deliverables.
Possesses the knowledge and demonstrated use of business analysis methodologies and tools. Maintains effective correspondence and in-person communication.
Builds credibility, rapport and partners with others to understand their needs. Works in partnership with stakeholders to develop a solid knowledge base of business needs.
Provides input for development of detailed project charter and plans, work assignments, target dates, and other aspects of assigned projects.
Applies systems engineering methodologies and discipline throughout the project lifecycle.
May manage projects of limited complexity, which could include sub components of larger scale projects as directed by project leaders.
Bachelors and 4 years experience in business analysis, business administration, engineering, information science, health or science related field OR Masters and 2 years experience in business analysis, business administration, engineering, information science, health or science related field.
- Full Time