Business Technical System Analyst - Physician Services - Enterprise Contact Center

Mercy Health BSMH • Columbus, OH

8d

About The Position

The Business Technical Systems Analyst plays a key role in strategizing, developing and implementing long-term best-practice solutions through technology. This role provides business and Information Technology (IT) system analysis to support complex business processes and IT systems within the organization and maintains a thorough understanding of strategic and technological roadmaps. Contributes to strategy decisions and partners with IT and operational leaders to drive execution according to those plans. An integral part of this role is to work with operational leaders on technology optimization, workflow design, and solution implementation. This role is responsible for assisting with education development, operational process improvement, researching and identifying technology best practices, troubleshooting, and providing on call support for BSMH managed technologies, expediting root cause technology solutions, change management, and reporting results.

Requirements

• Bachelor’s degree in IT, business, or related field (required)
• 3 years of experience in related Customer Relationship Management (CRM), contact center or healthcare environment information technology. (required)

Nice To Haves

• Business Analyst Certification (preferred)
• Master’s degree in IT, business, or related field (preferred)
• 5 years of experience in related CRM, contact center or healthcare environment information technology. (preferred)
• Experience in at least one of the following industries healthcare, virtual care, customer relationship management (CRM), contact/call center or SaaS. (preferred)
• Experience in at least one of the following IT systems Epic, Salesforce, Cisco & CTI or Systoc/PureOHS (preferred)

Responsibilities

• Gathers IT and operational new business development requirements by analyzing technology and operations, assists with determining project scope, documenting results, and communicating clearly and effectively to stakeholders. Acts as a liaison between the technical development team and stakeholders to ensure all requirements are met.
• Analyzes business and IT system processes and recommend best practice changes to policies and procedures, troubleshoot issues, and recommend solutions, assess change impact on business processes, and develop process flows.
• Provides subject matter expertise in the business area(s), providing operational knowledge as well as functional IT system knowledge to assist stakeholders with setting business priorities, meeting goals, and strategic growth.
• Leads and/or participates in business discovery sessions, developing IT requirements, functional IT system analysis and design, IT system review and test, develop process flows, review and developing training materials and user guides, troubleshooting business problems, and recommending solutions, or assessing impact on business processes with clients as new applications systems are designed and developed.
• Works with clinical staff to optimize technology and service. Acts as a technical expert to assist with identification of best practice to support customer and business needs.
• Oversees and manages technology systems utilized within the organization and coordinates any required internal or external vendor services.
• Provide after hours on call support for technologies managed by BSMH Physician Services

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support
• Benefits may vary based on the market and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees