Business Systems Analyst, Customer Care

Position Summary

The Business System Analyst, Customer Care, is a technical liaison between Customer Care, Technical Operations, programmers, vendors, and operations teams.

The analyst collects and analyzes data to ensure excellent customer experience.

This includes writing requirements, maintaining documentation, performing testing, preparing reports, and fostering strong internal and external relationships.

All activities are carried out by the company's mission, guidelines, client needs, and legislative requirements.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Analyzes programming changes and/or system enhancements to existing programs; tests and verify the accuracy of program changes.


* Tests programming changes due to bug fixes, enhancements, development, and version upgrades.


* Collaborates with programmers, operations, and external vendors to drive quality output through understanding and consideration of impact to all areas


* Provides technical support, training, and problem resolution to end users.


* Designs, generates, creates, and evaluates operational reports, queries, data, and procedures regarding systems, including scheduling and distribution of reports.


* Analyzes data files, proactively identifies trends and/or issues and collaborates with operations to enhance the customer experience.


* Writes requirements for minor software changes, coordinates changes with vendors and operations.


* Represents Customer Care and Technical Operations on projects and new and existing client implementations, including establishing requirements, planning, testing and communicating with the project team, internal operations and external vendors.


* Documents system and client support processes, including maintaining operations workflows and documentation.


* Maintains excellent internal relationships and external vendor relationships to advance customer experience and relations on behalf of the organization.


* Performs other related duties and special projects assigned.

Minimum Qualifications


* High school diploma or GED.


* Two years of experience as a Business Systems Analyst or two years of experience working in a benefit administration environment with applicable technical expertise.


* Experience and working knowledge of CRM systems


* Advanced working knowledge of SharePoint, Smartsheet, and Microsoft Suite, including Excel


* Working knowledge of Business Intelligence (BI).


* Basic understanding of business practices with good understanding of project management methodology.


* An understanding of database systems and applications.


* Collaborative, accountable, takes initiative, and successfully coordinates with cross-functional teams to enhance service delivery


* Strong organizational, analytical, problem-solving, an...