Business Systems Analyst - Project Mgmt Team (Enterprise Contact Center)

Stanford Health Care • Newark, NJ

85d • $55 - $74

About The Position

The Business Systems Analyst for ECC Project Management Team supports cross-functional process improvement and end-to-end project delivery, aligning business needs with scalable technology solutions without performing system configurations. You will use a strong understanding of system integrations, particularly in contact center and omnichannel environments, to map current and future-state workflows, translate requirements into actionable plans, and coordinate initiatives from planning through adoption. The role facilitates workshops with stakeholders at all levels, builds dashboards and tracks metrics, analyzes qualitative and quantitative data, research best practices, coordinates training for end users, and partners with vendors to deliver measurable outcomes. We seek a collaborative, curious, results-oriented problem solver with excellent organization and prioritization skills; experience with Contact Center as a Service is a plus and a passion for improving operational efficiency and the patient and customer experience is essential.

Requirements

• Bachelor's degree in a work-related field/discipline from an accredited college or university.
• Two (2) years of progressively responsible and directly related work experience.

Nice To Haves

• Experience with Contact Center as a Service.

Responsibilities

• Acts as a focal point and triages for reporting system problems within the department and as resource on department's workflow, policies and procedures, business objectives, regulatory requirements.
• Assists in developing and maintains requirements/specifications for new or enhanced functionality to department applications.
• Collaborates with IT in managing the resolution of problems and implementation of changes to the department's information systems.
• Coordinates and documents end-user training; modifies tables, make additions and changes to user tables.
• Customer Interaction involves gathering user needs.
• Evaluates business and program application systems' functionality to identify gaps, measuring the solution impact to business operations.
• Serves as a liaison between the business and the project team to improve productivity, and developing and delivering training.
• Implements changes using documented procedures that are compliant with hospital and departmental policies and procedures.
• Keeps a record of resources, equipment, processes and requirements.
• Maintains system applications for department under general direction and with guidance and direction on coordinating assignments.
• Runs ad hoc and scheduled reports and collects feedback from customers on creating new reports.

Benefits

• Equal Opportunity Employer
• Commitment to providing an exceptional patient and family experience.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees