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

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Day - 08 Hour (United States of America)

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.

This is a Stanford Health Care job.

A Brief Overview
The Business System Analyst examines, administers, and monitors business and program processes, operation systems, and efficient business systems. Maintains system applications for department under general direction in coordinating and carrying out assignments. Applies project management methodology and develops expertise in one business area.

Locations
Stanford Health Care

What you will do

• 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. The BSA 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.

Education Qualifications

• Bachelor's degree in a work-related field/discipline from an accredited college or university

Experience Qualifications

• Two (2) years of progressively responsible and directly related work experience

Required Knowledge, Skills and Abilities

• Ability to communicate complex concepts in simple form to cross-functional departments or teams
• Ability to coordinate and manage facilities, equipment, supplies, and related resources as necessary for the project
• Ability to diagnose and resolve routine, specialized, and advanced technology problems
• Ability to establish a set of tasks and activities associated with an intended outcome and timeline
• Ability to make effective oral presentations and prepare concise written reports to a variety of audiences
• Ability to provide oversight for project(s) and all related activities in that setting, including quality assurance and safety
• Ability to take action consistent with available facts, constraints, and anticipated consequences
• Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
• Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions
• Knowledge of new technologies and maintain and stay abreast of updates and changes in the field

These principles apply to ALL employees:

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