Business System Analyst - Advanced

<p>With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.</p>

Lansing, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />Learn more about your options as an external candidate. <a href="" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.

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Competitive Total Compensation Package

Overview: Responsible for working with Workforce Optimization (WFO) team members, Contact Center Leaders and Enterprise Information Technology (EIT) staff to support improved contact center efficiency.&nbsp;&nbsp;This will be achieved by providing consultative and troubleshooting support to the contact center applications including but not limited to Cisco UCCe (ACD), Cisco IVR, Virtual Hold, eGain VIM, and various database applications.
Responsibilities: <p>The Contact Center Technology Business Systems Analyst Advanced plays a critical role in our organization&rsquo;s Servicing Strategy. This Advanced Analytical position is responsible for working with all levels of leaders in the call centers, vendor partners, and EIT to identify and improve the technical performance of our call center tools.</p> <p>The ideal candidate will thrive in a fast-paced, energetic environment with demonstrated experience in the areas of analytics, problem-solving, and relationship building to drive continuous improvement across our service operations enterprise.&nbsp;&nbsp;A key responsibility of this role is to interface with front-line management in a consultative manner to help achieve improved business results through more efficient and effective contact center technical practices (call routing, reporting, etc.).</p> <p>With general guidance and coaching, provides analytical support to a specific group of customers on business applications, infrastructure and technology related activities.&nbsp;Act as a project team member, specifically on requirements definition and testing activities.&nbsp;Provides guidance, assistance, coordination and follow-up on complex problems and ensures resolution.&nbsp;Assist customers on their migration to new or revised products, applications and platforms.&nbsp;Work with application developers and operations personnel to support production applications and&nbsp;customer-specific operations. Other duties may be assigned.</p>
Requirements: <ul> <li>Some college required, Bachelor's Degree in related field preferred.</li> <li>Minimum three (3) to five (5) years related experience preferred.</li> <li>Excellent analytical, organizational, verbal and written communication skills.</li> <li>Significant creativity is required.</li> <li>Other related skills and/or abilities may be required to perform this job.</li> </ul> <p><strong>DEPARTMENTAL QUALIFICATIONS:</strong></p> <ul> <li>Proven ability to successfully drive complex projects with many working pieces.</li> <li>Ability to work closely with our internal stakeholders, WFO Team Members, Call Center Leaders, Vendor Business Partners, and EIT.</li> <li>Ability to identify and implement continuous process improvements.</li> <li>Ability to facilitate and document meetings between multiple stakeholders.</li> <li>Ability to gather information and troubleshoot issues while acting with urgency to find a resolution.</li> <li>Travel to business locations may be required.&nbsp;Selected candidate will be required to provide their own transportation.</li> <li>Excellent verbal and written communication skills required, including the ability to persuasively present information in person and through e-mail to both technical and non-technical audiences.</li> </ul> <p><strong>DEPARTMENTAL&nbsp;REQUIREMENTS:</strong></p> <ul> <li>Experience leading/supporting project implementation initiatives such as system upgrades, new technology rollouts, call flow analysis &amp; design, conducting user acceptance testing (UAT), maintain a detailed task list and provide progress readouts to leadership and business segments.</li> <li>Understanding of call routing concepts and efficiency practices &ndash; Cisco specific knowledge a plus.</li> <li>Experience pulling call center data and analyzing to develop recommendations &ndash; must be able to organize/summarize the information to be presented to technical and non-technical audiences.</li> <li>Ability to develop strategic plans and create Business Cases to support the organizational goals for call routing structure and call center efficiencies - attention to details is a must.</li> <li>Ability to function in a project setting from initiation to final implementation with minimal supervision.</li> <li>Ability to partner with key departmental stakeholders and cross-functional groups (call center leaders, WFO Teams, EIT,&nbsp;etc.) to identify opportunities for improving process and daily operations.</li> <li>Proficient in current industry standard PC applications and systems (e.g., PowerPoint, Excel, and Word).</li> <li>2+ years&rsquo; experience working with technical staff including working with IT teams.</li> <li>Good interpersonal skills; ability to build key relationships across the line service areas; Ability to build consensus decisions; Comfortable and confident when presenting ideas to line leaders.</li> <li>Working knowledge of Cisco ACD, Cisco IVR, Virtual Hold, Verint and Exony functions and cross functional dependencies.</li> <li>Ability to adjust to customer/business needs &ndash; including flexibility in scheduling.</li> <li>Must be able to assist with on call support coverage.</li> <li>Experience with skills-based or precision routing preferred.</li> <li>Experience with call center operations working with multiple lines of business and outsourced business partners preferred.</li> <li>Experience with SQL queries preferred.</li> </ul>