Business Process/Operational Analyst

Job Description

The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g., service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures.

Highlights

• Strategic analytics role to assess voice of the customer feedback and trends
• Provides analytical support to team reviewing KPIs, tracking and trending results, and creating and measuring business cases for strategic initiatives
• Technical Skills: Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools. Statistical analysis and lean / green belt certification highly desirable
• Experience with Salesforce and Qlikview highly desirable

Requirements

• Prior experience with Voice of the Customer data required
• Experience within an operational support environment highly desired
• Experience analyzing operational data within a professional services or sales environment required
• Past clinical / hospital experience a plus and highly desirable

Technical Skills

• Must be savvy and highly proficient with SQL, Excel, VBA, PowerBI, and other tools
• Statistical analysis and lean / green belt certification highly desirable
• Experience with Salesforce and Qlikview highly desirable

Education or Equivalent

• Bachelor’s degree required. Masters or MBA preferred.

Experience or Equivalent

• Five or more years of experience in analytics
• Five or more years in process improvement
• Experienced in translating complex data sets and analysis into business impacts
• Strong MS office skills, particularly in advanced PowerPoint & Excel
• Prior usage of reporting and dashboarding in Salesforce a plus
• Familiarity with concepts of database structures, data querying, data mining preferred

Skills

• Strong analytical, problem-solving, verbal, listening and interpersonal skills
• Strong ability to visualize data to multiple audiences and levels of the organization
• Excellent Verbal, Written and Communication Skills
• High attention to detail while multi-tasking on complex deliverables and stakeholder groups
• Strong business operations/business process knowledge/experience, prior clinical experience a plus
• Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
• Embodying agile practices and can flex with business strategy changes
• Works with a minimal degree of supervision

Certifications

• Six Sigma green or black belt training preferred