Business Systems Analyst, Consultant

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

Your Knowlege 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 as part of a team required

Pay Range :

The pay range for this role is : $ (phone number removed) to $ (phone number removed) 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.