Business Systems Analyst 2 Digital

Profile

Description

Humana's Enterprise Shared Services (ESS) organization is looking for a Business Systems Analyst 2 to join the ESS Digital team working remote in the US. As part of ESS Digital, the Business Systems Analyst will provide support to the Product Owners across multiple digital platforms including chat Interactive Virtual Assistant (IVA), chatbots cobrowse, and social care. In this role, you will contribute to digital conversation strategy and help drive delivery/execution.

Responsibilities

As the Business Systems Analyst 2 you will analyze the digital experience to identify customer needs, pain points and insights. You will contribute to product strategy and emerging capabilities based on both user needs and a good understanding of applicable business systems and industry requirements.

Key Role Functions


Collaborate with Product Managers to support product roadmap execution; manage small projects and initiatives that support product growth
Contribute to user stories/features/requirements
Research data to identify insights and recommend actions to influence Digital Strategy, leading to 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
Engage in SDLC and agile execution as directed by Product Manager, Digital Leader, Product Owner; leans in to support quality engineering and deliverables
Drive milestone identification and delivery schedules and technology dependencies in collaboration with Leads
Contribute to business cases, may include research, writing, illustration, of 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
Influence product outcomes that align to Humana's strategy and customer's needs


Required Qualifications


Bachelor's degree or equivalent related work experience
2 years of experience as a Product Owner or similar role
Experience with writing requirements, use cases, user stories, , feature/story buildout
Understanding of agile methodologies and tools (SAFe, Jira, etc)
Understanding purpose of 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, PowerPoint
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

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