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Business Systems Analyst - Sr

Company: Apex Systems, Inc
Location: Corona
Posted on: February 16, 2020

Job Description:

Job Description Job #: 1045721Apex Systems is looking for a qualified Business Systems Analyst to work for one of our large healthcare clients in Corona, CA. If interested, please apply with your most updated resume and send it to Lizzy Kinsman at lkinsman@apexsystems.com Job Description 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 Qualifications BA/BS degree in related field or equivalent experience 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 EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178. - provided by Dice

Keywords: Apex Systems, Inc, Los Angeles , Business Systems Analyst - Sr, Professions , Corona, California

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