Kaiser Permanente Denver, CO, USA
Jun 20, 2019
Description: Responsible for identifying and documenting business processes through interviewing clients and reviewing and analyzing existing systems and processes. Articulates interrelationships and recasts business flow into system specifications. Conducts gap analyses to document discrepancies between business requirements and system capabilities. May develop project plans and ensure plan adherence. As system development progresses, may have input into reporting requirements/report development, user interfaces, and coordinates or conducts UAT and the final evaluation of the system solution. Serves as liaison between line business (client) and the IT organization. Essential Functions: - Requirements definition and analysis: collects and researches specific client requirements for projects, identifies requirements, gathers workflow data and basic system and reporting specifications. - Develops, implements, and supports common business processes and tools. - Recommends basic alternatives to address problems. - Assesses and manages risks to minimize impact to the overall operations and/or project. - Provides functional direction in a particular area of the operation or project. - Project planning and execution: participates in project management process, including participating in project meetings. - May document issues, action items, user requirements, or deliverables from project meetings. - Performs a variety of project related activities, including analysis or preparation of documentation and presentations. - Plans and manages initiatives, proposals, or projects, including identifying project resource needs and roles. - Accomplishes all work within established methodologies and standards. - Strategic Planning and Implementation: Collaborates with functional/departmental team members to partner with the line business, KP-IT and ASM to define, design, and deliver on strategic solutions to meet critical business needs. - Researches, analyzes, proposes and implements best practice processes and solutions. - Business User/Owner Application Support: Provides 2nd and 3rd tier application support for assigned application(s). - Monitors production batch and ad hoc jobs as required to ensure proper functioning and completion of business operations. - Researches and resolves technical and functional issues according to defined prioritization/severity scheme. - Influences client and gains commitment to changes required. - Account Management: Manages relationships with assigned customers/internal clients. - As a change agent, works to drive culture change, client communications, and related work regarding system changes, implementations, and related business process impacts. - Business and Process Improvement: Identifies opportunities for business or process improvement; makes associated recommendations and implements as appropriate. Basic Qualifications: Experience - Minimum twelve (12) years of related professional experience. Education - Bachelor's degree, OR four (4) years of experience in a directly related field. - High School Diploma or General Education Development (GED) required. License, Certification, Registration - N/A Additional Requirements: - Develops advanced concepts, techniques and standards in general business analysis, as well as IT principles and practices. - Skills required: - Analysis/documentation of processes, methods, solutions, etc. - Interpretive - translates business processes and requirements into system specifications. - Must be able to work in a Labor/Management Partnership environment. Preferred Qualifications: Ability to Explore new telephony capabilities to determine feasibility and benefit of bringing to the call center Business Case Development including building ROI Design, improve and enhance caller experience via telephony systems via exploration of innovative technology components Work with analytics to identify areas of improvement and present via data driven design Insure IVR and Routing design adheres to industry best practice Branding standards Lead development and execution of strategy, future telephony functionality, enhancements and capacity management to meet the evolving needs of the business with collaboration Contact Center Operational leaders and IT Participate in governance and change control/management activities Coordinate with testing, technical, business, reporting, and vendor teams to review and approve business and technical requirements planning and design sessions Drive IVR self-service utilization improvements Collaborate with business intelligence team to validate and investigate data for reporting and analytics Manage queue treatment change requests A minimum of 4 years of experience in contact center telephony technology domain (e.g., ACD, Skills Based Routing, IVR, QA, reporting and analytics, etc.), operations experience Bilingual a plus Experience leading small to large projects Ability to work effectively within matrixed organizations and develop strong partnerships with both IT and business partners Ability to navigate through large and complex organizations Strong customer service skills Extensive understanding of SDLC, Agile, change management, application development, infrastructure and industry best practices Ability to analyze, document, and present to senior IT and business leaders Critical, strategic thinking, meeting facilitation, outstanding verbal and written communications, and interpersonal interaction skills are required Healthcare business acumen Self-starter requiring minimal supervision Primary Location: Colorado,Denver,Lowry Administration 7901 E. Lowry Blvd. Ste 150 Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Information Technology Department: Member Service & Performance Improvement Travel: Yes, 15 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.