Advanced Business System Analyst - Contact Center Technology

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.

Detroit, MI

Blue Cross Blue Shield of Michigan

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Full-time

Competitive Compensation and Benefits Package

Overview: 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.<br /><br />Perform technology functions to include but not limited to business and systems analysis, application development, and process improvement. Serve as a liaison between the business area and the IT organization when needed. Identify, document, and communicate system and process changes necessary to improve the system and operational performance measures. Possess an in-depth knowledge of the line of business while contributing to the identification, analysis, and recommendation of technical process improvement initiatives. Design, create, and implement technical solutions. Support complex business processes.&nbsp;
Responsibilities: Business Analysis <ul> <li>Conduct data gathering and analysis to understand business strategy requirements. Provide direction for short and long-term planning sessions and provide direction to ensure understanding of business goals and direction.</li> <li>Evaluate ongoing department activity and propose new tools or technologies Assist in the business process redesign and documentation as needed for new technology. </li> </ul> Application Development <ul> <li>Assist in the application development process for multiple applications to ensure application software is delivered on time and within budget.</li> <li>Ensure all system development lifecycle processes and standards are followed.</li> <li>Design, code, test, debug, document, implement, and maintain complex business applications. Provide ongoing maintenance of applications.</li> <li>Provide analytical support related to business applications, infrastructure, and technology-related activities. </li> </ul> Systems Analysis <ul> <li>May serve as a subject matter expert related to interface problem identification, triage, and resolution of complex inquiries. Discuss users&rsquo; needs and determine vulnerabilities or areas of poor performance to boost productivity, efficiency, and accuracy in our computer systems. Develop system solutions by preparing and evaluating alternative workflow solutions.</li> <li>Perform release management and end to end testing of system changes.</li> <li>Identify, investigate, resolve, and escalate problems needed. Gather data to support recommendations to address problems. Procure additional technical assistance to help in problem resolution.</li> </ul> Process Improvements <ul> <li>Work as a team member or lead on medium or large process complex improvement initiatives supporting the business customer(s)/services(s).</li> <li>Analyze and evaluate business requirements and current processes and interfaces to identify gaps and areas of improvement.</li> <li>Develop process requirements and recommendations and communicate for the implementation of technical business solutions.</li> </ul> Other Duties and Responsibilities <ul> <li>Design and develop reports and data delivery to accommodate changing business requirements. Investigate, resolve, and escalate problems.</li> <li>Adhere to policies and procedures supporting audits to ensure compliance with regulatory requirements.</li> <li>Train and educate users on new and existing tools. Coach and transfer knowledge to less experienced team members.</li> <li>Other duties may be assigned.</li> </ul>
Requirements: <ul> <li><span style="font-size: small;">Bachelor's degree in related field preferred.</span></li> <li><span style="font-size: small;">Five (5) years of relevant technical or business work experience required.</span></li> <li><span style="font-size: small;">Experience in managing cross functional teams or projects required.</span></li> <li><span style="font-size: small;">Advanced knowledge preferred in :</span></li> <ul> <li><span style="font-size: small;">system development life cycle</span></li> <li><span style="font-size: small;">process design, re-engineering, and organization transformation, Six Sigma, CMMI or ITIL</span></li> <li><span style="font-size: small;">computer programming languages</span></li> </ul> <li><span style="font-size: small;">Strong technical, analytical, systems skills.</span></li> <li><span style="font-size: small;">Display innovation in identifying, proposing, and overseeing the execution of business solutions.</span></li> <li><span style="font-size: small;">Written and verbal communication skills interpersonal skills.</span></li> <li><span style="font-size: small;">Ability to provide technical or business guidance to clients, both internal and external.</span></li> <li><span style="font-size: small;">Ability to work independently, or within a team environment.</span></li> <li><span style="font-size: small;">Other related skills and/or abilities may be required to perform this job.</span></li> </ul> <span style="font-size: small;"><span style="font-size: small;"><br /> </span></span> <div id="textContent" class="readOnlyFrame"> <p><span style="font-family: Arial; font-size: small;">Departmental Preferences:</span></p> <p>&nbsp;</p> <ul type="disc"> <li><span style="font-family: Arial;">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 </span></li> <li><span style="font-family: Arial;">Understanding of call routing concepts and efficiency practices &ndash; Cisco specific knowledge a plus</span></li> <li><span style="font-family: Arial;">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</span></li> <li><span style="font-family: Arial;">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</span></li> <li><span style="font-family: Arial;">Working knowledge of Cisco ACD, Cisco IVR, Virtual Hold, Verint and eGain VIM functions and cross functional dependencies </span></li> <li><span style="font-family: Arial;">Ability to adjust to customer/business needs &ndash; including flexibility in scheduling</span></li> <li><span style="font-family: Arial;">Must be able to assist with on call support coverage</span></li> <li><span style="font-family: Arial;">Experience with skills-based or precision routing preferred</span></li> <li><span style="font-family: Arial;">Experience with call center operations working with multiple lines of business and outsourced business partners preferred</span></li> <li><span style="font-family: Arial; font-size: small;">Experience with SQL queries preferred</span></li> </ul> </div>