Senior Business Systems Analyst Digital IVA/Chat

Profile

Description

Humana's Enterprise Shared Services (ESS) organization is looking for a Senior Business Systems Analyst to join the ESS Digital team working 100% remote in the US. As part of ESS Digital, the Senior Business Systems Analyst will act as the Product Owner for the Interactive Virtual Assistant (IVA) and chat. In this role, you will contribute to digital conversation strategy and drive delivery/execution.

Responsibilities

As the Senior Business Systems Analyst you will analyze the digital experience to identify customer needs, pain points and insights. You will define objectives and actions, based on both user needs and a good understanding of applicable business systems and industry requirements.

Key Role Functions


Collect and analyzes data to identify insights and recommend actions to initiate, develop and deliver on improved customer and associate experiences, increased associate productivity and reduction of operating costs
Contributes to product model framework- influences model using data and industry best practices to drive consistency and efficiency in delivery
Limit customization and focuses on product taxonomy
Write user stories/features/requirements and use cases for agile delivery/execution
Conduct SIT and leans in to assure quality engineering and deliverables
Drive features, user stories, delivery schedules and technology dependencies to deliver on the strategy
Develop business cases to articulate needs for action and standing up initiatives which includes documenting and assessing current state and future state experience, processes and requirements
Research best business practices within and outside the organization to establish benchmark data for digital and service solutions. Inclusive of comparative tools
Define product outcomes that align to Humana's strategy and customer's needs


Required Qualifications


Bachelor's degree or equivalent related work experience
5 years of product owner experience
Experience with product model methodology, agile delivery/execution and stakeholder management
Experience leading the writing of user stories, requirements, prioritization and valuation; quality test practices and consumer-centric feature development
Experience building business cases and telling stories with data, and infographics, to influence Product Manager/Lead, Executives, and operational leaders.
Experience in using data and analytics to form outcomes, identify trends and opportunities, and drive change.
Comprehensive knowledge of Microsoft Office applications Word, Excel, Access, PowerPoint, and Visio
Experience with agile methodologies and tools (SAFe, Jira, etc)
Experience in problem analysis and process; process improvement analysis and optimization
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Work at Home/Remote Requirements


Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required


Preferred Qualifications


MBA or other Advanced Degree
Experienced in digital conversation tools- IVA, Chatbots, Chat, Asynch chat, SMS/Text
SAFe or agile methodology Certification (or in progress)
Demonstrated experience with process documentation and re-engineering
Knowledge of Systems Development Life Cycle


Scheduled Weekly Hours

40

Company info

Sign Up Now - WashingtondcCrossing.com