Business Analyst II

Concentra Managed Care   •  

Addison, TX

Industry: Healthcare

  •  

5 - 7 years

Posted 31 days ago

Responsibilities

The Business Analyst II is responsible for delivering quality customer service and performing daily task management and support. Additionally, this role participates in the quality application testing activities which include test case creation, test plans and actual execution of testing. Documentation of the test results as well as defects identification are also included in the tasks associated with software quality assurance and this business analyst role.

The areas of responsibilities include completion of assigned tasks to integrate acquisitions, implement application software, and maintain existing applications. In addition, they create new and maintain existing documentation for system processes and procedures.

This position must coordinate and communicate with other IS resources who are assigned to support application issues and project tasks. They also work with vendors on application issues and act a liaison between users and vendors to develop requests for additional reports and/or features. The Business Analyst II primarily works independently and routinely interacts with more senior business contacts. Often, they will be assigned to larger and more complex projects and are subject matter experts for their assigned systems.

The business analyst conducts business at the company headquarters during core business hours (8:00 AM CST through 5:00 pm CST every Monday through Friday). Based on business demands, the Business Analyst II may be required to work increased and weekend hours to ensure the success or delivery of critical changes.

The Details

  • Assist in the discovery process for change requests associated with application changes.
  • Build process and product/platform knowledge in order to function as a subject matter expert on our supported channels
  • Participate in the creation of business requirements (Waterfall) and/or AGILE stories associated with application change requests
  • Participate in the overall software engineering process including process flow, design, functional/non-functional discussions as well as business processes.
  • Assist in the creation and assembly or work schedules (WBS) for the project manager
  • Chair briefings on a variety of change related or production issue items
  • Ensure customer satisfaction by responding in a timely manner to all issues reported to the Help Desk or assigned to them by their direct manager. This support includes, but is not limited to, application issues, computer or peripheral hardware and software, network connectivity issues, as well as any systems in use.
  • Ensure that all issues are logged promptly and accurately with detailed up-to-date information. This includes the creation and logging of support tickets as well as AGILE stories for application changes or more formal business requirement documents.
  • Ensure timely escalation of customer problems by documenting the impact to the customer by assigning an appropriate priority and resolution target. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
  • Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current.
  • Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
  • Participate in relevant information-sharing activities.
  • Monitor and report on any security violations related to the unwarranted access to corporate data.
  • Ensure that all problems are resolved in a timely and efficient manner.
  • Help build team spirit by assisting other staff members and promoting a positive workplace.
  • Maintain awareness of the rapidly changing environment and recommend cost efficient techniques.
  • Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
  • Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation.
  • Create, maintain and update disaster recovery procedures when changes in hardware or applications occur.
  • Ensure all changes comply with change management policies and procedures.
  • Complete any activities, tasks, and projects assigned.
  • Responsible for reporting to and completing work at assigned times
  • Testing of upgrades and fixes within defined deadlines.
  • Available to provide on call support, as required.
  • Document business processes.
  • Develop status reports.
  • Follow project methodology.

Qualifications

Education/credentials

Bachelor's degree in Computer Science/Computer Engineering or equivalent is required. An advanced degree in business and/or computer science is preferred.

Job-related experience

  • 5 or more years IS experience
  • 2 or more years project experience
  • 2 or more years healthcare experience
  • Agile story creation experience preferred
  • Previous testing knowledge an asset
  • Requires superior teamwork skills.
  • Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
  • Excellent analytical and problem-solving skills are essential.
  • Must possess a personal sense of urgency.
  • Ability to effectively multi-task and adapt to changing business priorities.
  • Superior customer service skills.
  • Excellent time management and organizational skills are required.
  • Excellent attention to detail.
  • Large scale multi-site IS operations experience.
  • PC Hardware and peripheral experience.
  • Knowledge of Microsoft productivity applications.
  • Knowledge of browser-based technology.
  • Understanding of operating systems such as Windows and OS X/iOS.