This is a fully remote position, allowing you to work from the comfort of your own home from anywhere in the US.
Desired Competencies
- Work will be focused on enhancements and new implementations for Genesys Cloud IVR systems.
- Conduct requirements gathering sessions with lines of business and understand the IVR requirements.
- Must be able to interact with business units confidently and be able to provide presentations or project artifacts to a broad general audience.
- Document business requirements, functional/non-functional requirements, use cases and call flows.
- Assist with user acceptance testing.
- Employ traceability of requirements
- Ensure sign-off and baseline of requirements.
- Anticipates and actively resolves problems and issues with requirements.
- Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.
- Strong and clear communication skills.
- Experience managing projects in Jira
- Agile SDLC experience is a plus.
- Scrum Master experience is an added benefit.
Required Skills
- 5+ years of Business Analyst / Business Systems Analyst / IT Analyst experience
- Contact Center / Routing / IVR / Call Center experience required
- Strong analytical skills with high attention to detail
- Excellent verbal, written and interpersonal communication skills
- Proficient in requirements gathering documentation
- Healthcare industry experience background
- Experience with Genesys Cloud preferred
- Experience understanding database schemas to generate queries and reports
This position will analyze, evaluate and design/redesign business, IT or operational processes using scientific approaches such as Critical Thinking, Lean Management, ITIL, Design Thinking and structured systems analysis and design. Provide coaching and mentoring to more junior staff. Work with a variety of development roles to understand the overall technical architecture and how each feature is implemented. Is highly collaborative and comfortable communicating cross-functionally and across management levels in formal and informal settings. Have strong analytical skills and a relentless determination to do what is right for customers. Good at multi-tasking, juggling competing priorities, and organizing oneself. Deep understanding of the business/technical domain.
- Lead design, planning, and implementation of requirements to satisfy business needs.
- Authority on best practices of requirements gathering, business system configuration and defining/execution of acceptance criteria.
- Work with the technical teams and the business/product owner to ensure efficiency, smooth and successful implementation.
- Coach and mentor junior staff in requirements documentation, systems configuration, defining/execution of acceptance criteria and establishing, tracking, measuring and refining metrics.
- Improve product feature offerings by providing feedback to internal cross-functional teams including IT Project Manager, Business/Product owner and Software Engineering.
- Identify, drive, and optimize technical and business process flows for existing and new opportunities.
- Partner with teams to define systems improvement focusing on scale, efficiency, and automation.
- Work with internal business groups to acquire a deep understanding of their processes and operations.
- Understand software internals, debug problems using log files, and write automated tests with Perl/JavaScript and/or user-level test automation tools.
- Strong organizational skills, tracking multiple test executions simultaneously and be able to synthesize the results.
- Meticulous attention to detail; the ability to juggle many tasks in parallel while delivering high quality results.
- Works/Collaborates with Software Engineers to understand features and technical implementation and ensure highest quality product delivery.
- Drive the software development process toward quality-centric methodologies.
- Other duties as assigned.
Other Job Requirements
Responsibilities
5+ years related experience including a minimum of 2+ years developing requirements, designing and executing test cases in IT.
Ability to synthesize complex information and explain it to others in technical and non-technical terms.
Experience with a variety of QA methodology and problem solving tools/techniques.
Detail-oriented person who is passionate about quality and is enthusiastic about the new technology offered to customers.
Experience with and a passion for translating user-interface design into requirements and acceptance criteria.
Ability to lead other team members through resolving challenges.
Mastery of creating and executing test cases.
Excellent customer experience intuition; demonstrated success in delivering a world-class customer experience.
Experience with Lean methods.
Experience with diagraming and visual communications.
General Job Information
Title
Lead IT Analyst (Telecom / Contact Center / IVR) – Fully Remote
Grade
27
Work Experience – Required
IT
Work Experience – Preferred
Education – Required
A Combination of Education and Work Experience May Be Considered., Bachelor’s – Computer and Information Science
Education – Preferred
License and Certifications – Required
License and Certifications – Preferred
Salary Range
Salary Minimum:
$77,785
Salary Maximum:
$124,455
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual’s skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
ivr Telecommunication contact-center Jira Business Analyst Critical thinking Design Thinking itil Scrum Master Design Systems Business Systems Analysis