Business Systems Analyst

2 days ago

Long Beach, California, United States Blue Shield of California Full time
Your Role

As a Business Systems Analyst, Consultant at Blue Shield of California, you will be part of the Reporting, Analysis and Administration team that supports the design, development, and management of Verint, Genesys and Avaya platforms. Your expertise will be crucial in providing business support and managing requirements deliverables.

Your Work

In this role, you will:

  • Consult and 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 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 as part of a team required.
Pay Range:

The pay range for this role is: $ 96470.00 to $ 144760.00 for California.

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