Business Systems Analyst, Senior

Your Role

The Reporting, Analysis and Administration team supports Blue Shield of California with design, development, and management of Verint, Genesys and Avaya platforms. We provide business support expertise and manage requirements deliverables. Currently, this includes Routing, Quality, Speech, WFM, Performance Management and Desktop Analytics modules. The Business Analyst, Senior will report to the Senior Manager, Data Analysis-Health. In this role you will interface with Work Force Management, IT Telephony and our frontline contact center agents, their management, and executives to ensure operational efficiency.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Knowledge and Experience

• Requires a bachelor's degree or equivalent experience

• Requires at least 5 years of prior relevant experience

• Functional knowledge of contact center operations

• Excellent communication skills with the ability to provide both verbal and written instruction to a wide audience

• Knowledge of Verint Performance Management, Speech and DPA is highly desired

• Knowledge of Avaya or Genesys call routing highly desired

• Strong interpersonal skills and good judgment with the ability to collaborate effectively in a team environment required

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week. Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.