General Summary:

The Operations Business Analyst partners with GHX Customers, Customer Support Representatives, Problem Managers, Product and Development teams, and other internal stakeholders to gain a thorough understanding of the issues faced by GHX customers who engage Support for assistance. This role requires gathering product feedback, prioritizing work and ensuring alignment. The successful candidate will perform detailed analysis of support case data, transaction failures, and C-sat results to identify continuous improvement efforts within GHX support processes, product defect/enhancement, customer education/training, Customer implementation/integration and Customer Self-Serve options.

Job Description

Principal Duties and Responsibilities:

• Works independently to continually manage and evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions, policies, and procedures within Customer Operations using complex tools, programs, and tasks
• Leads ongoing reviews of Customer Operations business processes and develops optimization strategies
• Stays up-to-date on the latest process and IT advancements to automate and modernize Customer Operations processes
• Strives to understand the needs and use cases of our customers
• Escalates issues to Problem Management and/or aide in technical resolutions as appropriate
• Provides follow up with required individuals to ensure successful problem ownership
• Develops customer support processes to assist and improve the customer experience as we grow as a company
• Provides support analytics and customer experience data to assist application design improvement and product implementations
• Utilizes Support case data to drive training and education development
• Supports business cases to assess the relative benefits of product enhancement
• Identifies trends that highlight necessary changes in implementation/integration processes
• Serves as the internal representation for voice of the customer on new or already existing products
• Functions as the solution catalyst to drive customer satisfaction and product improvements
• Takes initiative to get work done and helps team by providing direction and support as needed
• Acts as a liaison between customer support and business groups such as Product Management and Development by persuasive, clear, and concise communication of product use cases that define customer stress points, translating user needs into clear, well-defined user stories
• Utilizes Support Knowledge Base (KCS) to drive issue prioritization and push left opportunities, and takes ownership of the necessary analysis and actions to drive these activities as the Knowledge Domain Expert (KDE)
• Facilitates open dialgues and builds and maintains relationships across the organizations, with teams and individuals, balancing individual interest while being fair to others across business units and functions
• Acts as escalation point for technical and transactional issues that occur within Customer Support, including issues emanating from third party vendors
• Effectively communicates actionable insights and recommendations to leadership for areas of improvement
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks that facilitate high productivity and effective solutions.

Required Qualifications:

• B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• 5+ years in a technical customer-facing support role within an agile environment or 2+ years of experience in a Business Analyst role
• Experience with CRM tools such as Salesforce
• Strong analytical ability to review historical data and identify trends and outliers as areas of focus
• Excellent knowledge analysis and productivity tools, including but not limited to Microsoft Excel, Word, PowerPoint, and data analysis tools related to ANSI X12 EDI transactions
• Experience with analytics tools like Tableau and Google Analytics preferred
• Experience with RPA tools like UiPath preferred
• A technical mindset with great attention to detail
• High quality organizational and leadership skills
• Ability to work well with others and resolve any conflicts that may arise between different viewpoints
• Ability to communicate effectively and collaboratively with Product Managers, Developers, and Executive Leadership in pursuit of achieving customer satisfaction goals.
• Sound project management skills, with well-developed organizational skills
• Excellent verbal and written communication skills
• Strong team player
• Skilled in leading meetings, setting agendas, driving decisions, and negotiating

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