Business Analyst

Role Summary:

Business Analyst is responsible for the implementation of new initiatives within the Customer Care team. The individual will work with the Operations Team, Business Analyst Team to own the process to operationalize strategy as it relates to new products, scope of services and technology. The role provides input into CC as it relates to automation, efficiency, product growth and knowledge management. The individual works cross functionally across Product, Customer Care, Automation, Technology and GHX India.

Roles & Responsibilities:

• Evaluating business processes, uncovering areas for improvement, and developing and implementing solutions within Customer Operations
• Document existing and future business process flows across various systems
• Gather and analyze data from various sources to support strategic decision-making.
• Develop and maintain key performance indicators (KPIs) to measure the success of strategic initiatives.
• Collaborate with different departments and teams to understand their needs, challenges, and opportunities.
• Evaluate corporate systems initiatives and determine best method for implementation
• Facilitate workshops and meetings to gather input and insights from stakeholders.
• Create project plans, timelines, and milestones to facilitate initiative implementation.
• Provide regular updates on the progress of strategic initiatives to relevant stakeholders.
• Monitor and evaluate the performance of implemented initiatives, recommending adjustments and improvements as necessary.
• Conduct scenario analysis to assess the impact of different variables on project outcomes.

Required Skills:

• Experience with CRM tools such as Salesforce
• Proven experience as a business analyst or in a similar analytical role.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication and presentation skills.
• Project management experience is desirable.
• Familiarity with business intelligence tools and data visualization techniques.
• Ability to work collaboratively in a team and across different functional areas.
• Strategic thinking and problem-solving capabilities.
• Data analysis: Proficiency in using data analysis tools like Excel, SQL, or BI tools to extract, analyze, and interpret data.
• Process mapping: Ability to create process maps and diagrams to visualize business processes
• Requirements elicitation: Strong skills in interviewing stakeholders, conducting workshops, and using various elicitation techniques.
• Documentation: Ability to write clear, concise, and well-structured documentation, such as requirements specifications and process models.
• Project management: Basic understanding of project management methodologies and tools.
• Customer service orientation: A focus on providing excellent customer service and support.
• Adaptability: Ability to adapt to changing requirements and priorities.
• Professional Use of Excel, Power BI, Tableau, Microsoft Office 365 applications, Power Automate & Power Apps is good to have.

Required Experience

• BS. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• Experience in Healthcare, Supply Chain, Procurement / Customer Support is preferred.
• 2+ years work experience as a Business Analyst / Operations Business Analyst.