Applications Analyst Senior: Contact Center- Genesys Cloud

Department:

12207 Advocate Aurora Health Corporate - Contact Center Applications

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

M-F 8:00-17:00

24x7 on-call rotation

Genesys Cloud experience preferred

Major Responsibilities:

• Develops technical and/or non technical solutions to moderate to complex business needs and changes by gathering, compiling and reviewing information and data, examining and evaluating existing systems and procedures, identifying alternate courses of action, developing tools and/or improvements using existing software packages and coordinating the development and implementation of new functionality and new applications with user and Information Technology staff.
• Competent to work at the highest technical level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment.
• Performs and assist other team members in the analysis, design, configuration, testing and maintenance functions. Resource for assigned application(s). Support and troubleshoot as needed. Respond to user calls as necessary.
• Effectively communicate with users addressing certain aspects of complex project requirements such as specifications definition/review, impact monitoring, user updates, training, needs definition and related support; effectively explain the functioning of the application software and related systems to the users. Communicates and interact with business and technical teams on problems, changes, and enhancements that may impact data, workflow and/or functionality.
• Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs. Possess expertise in the clinical service lines business unit plus an understanding of the IT organization's systems and capabilities. Negotiates agreements and commitments by facilitating communication between clinical service lines, business units and IT from initial requirements to solutions.
• Serves as an experienced Information Technology advisor providing users a better understanding of computer software capabilities and limitations. Evaluates vendor offerings, software enhancements/review for adherence to technical standards, facilitate development, implementation and maintenance tasks, and maintain the integrity of programs and data.
• Analyzes business and clinical service line operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions. Assist in the business process redesign and documentation as needed for new technology. May make recommendations for buy vs. build decisions and do feasibility studies.
• Prepares project plans, which includes definition, scope, resources and schedules; prepares a detailed project timeline and budget estimate and completes programs and projects within established budget and deadlines.
• Coordinates of all aspects of assigned system development, implementation, operation and maintenance; including application design, development, testing and documentation, development tool, network and operating system maintenance and system performance monitoring. Works to assure maximum system availability and data integrity. Coordinates the development of reports, queries, forms and screens to meet process and information needs of users.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree (or equivalent knowledge) in Computer Science or related field.

Experience Required:

• Typically requires 5 years of experience in working on moderate to complex business process mapping, analysis, defining business and user requirements, acceptance testing and documentation.

Knowledge, Skills & Abilities Required:

• Proficient in using applications, operating systems and databases to include the hardware, platform, connectivity, and interface design.
• Proficient at specifying user requirements, interacting with technical, health care staff and vendors, and documenting user needs, outcomes and procedures.
• Strong project management skills with ability to use proj