Business Systems Analyst, Consultant
: Job Details :


Business Systems Analyst, Consultant

Blue Shield of California

Location: all cities,CA, USA

Date: 2024-10-22T15:20:50Z

Job Description:

Job Description

Your Role

The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business System Analyst, Consultant will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center managers, and executives to ensure operational efficiency.

Your Work

In this role, you will:

  • Consult, lead complex data analysis, needs assessments, and cost/benefit analysis to align information technology solutions with business initiatives
  • Formulate and define complex systems scope and objectives through research combined with an understanding of applicable business systems and industry requirements
  • Develop or modify information systems, including analysis of business and user needs, documenting requirements for complex or new systems
  • Lead research, impact analysis and determine the level of effort to complete requirements elicitation and defining the breakdown of tasks, resource loading, issue tracking and resolution management
  • Be responsible for developing and implementing new products and/or approaches in conjunction with implementing new/existing technologies
  • Collaborate with business users, IT teams, and vendors to understand system requirements and business processes related to Verint, Genesys and Avaya systems
  • Configure and validate changes to access, routing, quality monitoring forms, speech categories and desktop triggers as needed by the business
  • Analyze, troubleshoot, and resolve technical issues and incidents related to our contact center platforms, ensuring minimal disruption to business operations
  • Participate in stakeholder meetings to discuss business pain points and offer technical solutions utilizing supported platforms
  • Producing technical guides, standard methodologies documents, and configuration and installation content for internal and external use

    • Qualifications

    Your Knowledge and Experience

  • Requires a bachelor's degree or equivalent experience
  • Requires at least 7 years of prior relevant experience in supporting workforce management, contact center performance, or reporting and analytics.
  • Functional knowledge of contact center operations
  • Superb communication skills with the ability to provide both verbal and written instruction to a wide audience
  • Knowledge of Verint Forecasting & Scheduling, Performance Management, and DPA is required
  • Knowledge of Avaya or Genesys call routing highly desired
  • Strong interpersonal skills and good judgment with the ability to work as part of a team required

    • Pay Range:

    The pay range for this role is: $96,470.00 to $144,760.00 for California.

    Note:

    Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

    About The Team

    Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

    To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.

    Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California's top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

    Our Values:

  • Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
  • Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.
  • Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

    • Our Workplace Model:

    Blue Shield of California is dedicated to making work-life balance a reality. Whether you prefer to work in an office or from home, we understand flexibility is more important than ever. That's why Blue Shield is a hybrid company, offering you the opportunity to decide where you can do your best and most meaningful work.

    Two ways of working: Hybrid (our default) and office

  • Hybrid – In a business unit approved office a few times per year to 3 days per week, on average
  • Office – In a business unit approved office 4+ days a week, on average. If the role you're applying for is deemed an “Essential Role,” the company has determined that the role can only be performed in a Blue Shield office or in the field and would require you to meet the office worker classification.

    • Physical Requirements:

    Office Environment - roles involving part to full time schedule in Office Environment. Due to the current public health emergency in California, Blue Shield employees are almost all working remotely. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

    Please click here for further physical requirement detail.

    Equal Employment Opportunity:

    External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.

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