Business Systems Analyst, Consultant

1 week ago


Phoenix, Arizona, United States Blue Shield of California Full time

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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