Business Systems Analyst, Consultant
1 week ago
About the Role
The Voice Channel team at Blue Shield of California is responsible for the development and maintenance of the organization's IVR and call routing systems. As a Business Systems Analyst, Consultant, you will serve as a liaison between the business and IT teams to identify and implement solutions to improve the efficiency and effectiveness of these systems.
Key Responsibilities
- Develop business solutions using expertise in IVR, call routing, and telephony platforms.
- Serve as a liaison between users, technical staff, and vendors to ensure business and technology requirements are met.
- Translate business requirements into functional requirements for IVR and telephony platforms.
- Develop User Acceptance Test (UAT) plans and test cases, and participate in testing as part of monthly releases.
- Provide analytical support for multiple, complex cross-functional projects simultaneously, establishing work plans and timelines, and coordinating with internal and external resources.
- Work with business leaders to support and influence ideas to create clear scope with understood process and technology gaps related to telephony platforms.
- Drive development and mentor others to produce clear business cases.
- Define requirements modeling standards, including definition of business needs, reuse of functional requirements, and business scope of non-functional requirements.
- Participate in requirement sessions to support analysts in managing scope and delivery when needed.
- Act as the enterprise expert in requirements elicitation.
- Maintain service ownership, capacity, and license management, and product roadmaps for all telephony applications.
- Facilitate multi-layer meetings and provide conflict resolution for the best outcome.
- Use exceptional knowledge of business analysis to create compelling presentations and influence business leaders to make well-informed decisions.
- Be adept at storytelling.
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