Application Analyst

Overview

Please note: H-1B sponsorship is not offered for this opening(s).

Remote Work option - This person wil work their first 90 days in the office. If there is completion of successful 90 day evaluation, this person will have the opportunity to work 8 days per month in the office and the rest from home.

Salary range for this position is $61,068-$71,864. Actual pay will be determined by experience, skills and internal equity.

POSITION SUMMARY: The Contact Center Application Analyst collaborates and partners with the OnCall business to facilitate and implement Contact Center technology solutions.

The Analyst will act as the expert in contact center systems as well as other applications used primarily to support the OnCall Contact Center. The role will be responsible for supporting and optimizing the implementation and usage of contact center technology solutions within the organization, analyzing system requirements, troubleshooting issues, participating in solution design, and providing technical guidance to both IT colleagues and OnCall business partners. Contact Center Application Analyst will collaborate with key stakeholders and maintain vendor relationships to effectively communicate technical concepts.

PRIMARY JOB RESPONSIBILITIES AND ACCOUNTABILITY:

Collaborate with stakeholders by working closely with business users, IT teams, and vendors to understand system requirements for Contact Center Omnichannel applications and IVR/IVA support. Ensure seamless integration with Omnichannel.

Define business requirements by developing detailed business requirements, including both functional (e.g., processes, workflows, rules) and non-functional (e.g., data, security) aspects. Identify opportunities for enhancing system processes and improvements.

Create and maintain technical documentation, including system configurations, workflows, and user guides, to facilitate knowledge sharing and training.

Improve processes by partnering with cross-functional teams to identify and implement process enhancements within the system.

Collaborate with Business, Client Manager, and IT to submit demands (functionality requests) and cases for necessary enhancements or system changes.

Conduct system testing, including integration and user acceptance testing, to ensure the quality and reliability of Contact Center applications. Validate test cases to ensure that the application will serve the business function requested.

Work in conjunction with vendor support and IT engineering analyze, troubleshoot, and resolve technical issues and incidents related to contact center applications, ensuring minimal disruption to business operations.

Stay up-to-date with the latest contact center industry trends, solution product releases, features, and best practices to ensure optimal utilization and efficiency.

Participate in meetings, workshops, and training sessions to share expertise and contribute to the overall development of the organization's technology landscape.

Qualifications

REQUIRED QUALIFICATIONS: Education: Associates Degree or 2 years in information technology or healthcare.

Experience: 2 years experience with CRM software, telephony systems, and other contact center technologies. 2 years experience in healthcare-specific contact center software and platforms. 2 years experience in troubleshooting and resolving technical issues related to Contact Center applications, including system configurations, integrations, and data management.

Licensure/ Certification: N/A

Other Skills/ Knowledge: Excellent interpersonal and communication skills.

Solid computer skills, including proficiency with Microsoft software. Strong analytical and problem-solving skills, with the ability to be detail oriented.

PREFERRED QUALIFICATIONS: Education: Bachelors Degree in Healthcare Informatics, Health Information Management, Computer Science, or other related field.

Experience:

Licensure/ Certification: Relevant certifications such as CompTIA Healthcare IT Technician, HealthIT Certified Professional, or similar credentials.

Other Skills/ Knowledge: Strong knowledge and understanding of Contact Center applications modules.

Proficiency in analyzing complex business requirements and translating them into technical solutions. Experience in troubleshooting and resolving technical issues related to Contact Center applications, including system configurations, integrations, and data management.

OSF HealthCare is an Equal Opportunity Employer.