Systems Manager, QPI

NCQA is seeking a Systems Manager to interface with business operations, understand their business goals and support business process design/re-design. They will support system enhancements to help achieve the goal of consistent, repeatable processes that maximize efficiency and minimize risk and cost. This position will also serve as a liaison between business operations staff and technical staff. The Manager will work closely with software vendors to implement and configure external software applications to meet business requirements. This role may engage in system testing, training and post-production support for implementation of the process in a business unit or across the enterprise.

Responsibilities

• Conduct process mapping and business process design sessions with business users; documenting and gaining approval of design.
• Collaborate with project team (Dev, QA, key stakeholders) for prioritization and implementation of business process and associated system and/or reporting enhancements.
• Elicit, analyze and document system and/or reporting enhancements to support efficient and effective implementation of designed business process or new products.
• When indicated, propose alternative business or system design to maximize efficiency and reduce costs.
• Assemble reports to document process status and changes.
• Track metrics to discover areas for improvement and communicate findings and proposals to manager.
• Provide thorough instructions for successful implementation of process and / or system changes.
• Participate in risk assessments or lessons learned to understand root causes and opportunities for improvement.
• Assess compliance with applicable business and system processes.
• Communicate effectively with various internal and external stakeholders.
• Contribute to departmental efforts by accomplishing related tasks as needed.
• Implement external software applications to replace existing internal systems.
• Develop and execute migration plans, ensuring minimal disruption to business operations.
• Configure internal and external software applications to enhance and implement products and meet business requirements.
• Collaborate with internal teams to customize workflows, integrations and user permissions.
• Work closely with software vendors to ensure successful system setup, feature activation, and optimization.
• Develop and maintain system documentation, configuration guides, and best practices.
• Work with IS/IT to implement APIs, connectors, and automation tools.
• Facilitate communication between vendors and internal teams to resolve system issues and enhancements.
• Support Enterprise Systems by conducting triage of enterprise system tickets and assigning to appropriate stakeholder or rejecting tickets based on established policy.
• Troubleshoot tickets and attempt to resolve/identify root cause and provide necessary information to Development / stakeholders if escalation is needed.
• Communicate trends in operational system tickets and escalate to supervisor as appropriate.
• Performs root cause analysis, identifying opportunities for improving the systems in use by operations
• Create resources as needed to assist users in troubleshooting common and/or recurring issues.
• Engage with business and IS / IT departments to support full centralized triage process.
• Facilitate/support user acceptance testing of business process and existing operational systems including creating and maintaining UAT materials.
• Participates in and/or supports, training, creating user manuals, and providing post-production warranty.
• Assist in developing strategic roadmaps for key systems and creating project plans.
• Assist in creating business cases including forecasting effort (cost) and risk vs. return analysis.
• Assist with and/or lead special projects and process improvement initiatives as needed.

Requirements

• Bachelors degree and 3+ years of experience as a Business Analyst or equivalent role in process design and system requirements writing.
• Experienced in business process design, implementation, and data analytics.
• Ability to create requirements artifacts like user stories, context diagrams, flowcharts, use cases.
• Ability to translate business needs into functional requirements for systems and data.
• Proficient with Microsoft Office suite.
• Exposure to data analytics, visualization, and reporting.
• Strong communication skills – must be able to liaise with business and technical staff.
• Strong presentation skills – must be able to converse with Director-level management.
• Exposure to health care operations.
• Strong organi