Business Product Analyst

Overview

The Business Product Analyst is a liaison among stakeholders to elicit, analyze, communicate and validate requirements for changes to business processes, policies and information systems. The Business Product Analyst understands business problems and opportunities in the context of the requirements and recommends solutions that enable the organization to achieve cohesive, best-in-class customer support. This role is also responsible for providing technical support to members of the organization including training, testing and problem resolution. The Business Product Analyst may perform configuration in key applications.

Responsibilities

• Work closely with internal business partners, project management and the IT department to evaluate and define requested system enhancements and changes
• Collaborate with cross-functional areas to understand system interdependencies, impact, and inform of changes
• Initiates opportunities for process improvement that involve customer engagement and/or the systems used by those that provide customer support
• Responsible for initiating innovative ideas for improving the customer experience, considering people, technology, and processes
• Review customer feedback to identify common themes, inform process improvement opportunities, and validate results
• Support execution of process and systemic improvements in alignment with strategic vision
• Oversees project progress, ensuring key milestones are met
• Ensures business requirements adhere to compliance and credentialing requirements
• Leverages data to inform decision-making, as well as to measure utilization & adoption of processes
• Adds, edits, and removes user access privileges. Assists with system configuration including oversight of individual user settings and forecasting
• Manage systems data, including cleanup and correction of data irregularities
• Coordinates with training and process improvement teams to educate team members on system and process changes
• Assists with data extraction, analysis, and reporting needs
• Other duties as assigned

Qualifications

Education & Experience:

Required:

• Bachelor's degree or equivalent work experience
• Proficiency with Microsoft Office programs (Word, Excel, PowerPoint, and Teams)
• Project Management experience and/or certification

Preferred:

• Experience in a customer support space
• Experience within the medical or medical device industry
• CXOne experience

Knowledge & Skills:

• Strong knowledge of relevant software computer applications and equipment
• Exceptional customer service skills and phone etiquette - effective listening skills
• Strong sense of urgency and superior time management skills
• Demonstrated organizational, teamwork, and interpersonal skills
• Ability to collect, organize, analyze, and disseminate significant amounts of information
• Demonstrated ability to work independently and successfully manage multiple tasks or projects at one time
• Solid ability to proactively identify issues and efficiencies and implement solutions
• Ability to perform all job duties while maintaining compliance with regulatory requirements including HIPAA

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

$61,500 - $86,205

Additional benefits:

exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.