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Business Analyst Senior Specialist/Consultant

Location: Corona, CA Job Number: 868260 Date posted: 06/07/2021

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The Contact Center Systems and Applications team within the Health Plan Member Services organization is seeking a highly motivated and experienced Business Analyst to support complex programs/projects within the Member Services Contact Center Share Service (MSCC).  The initial assignment will be to support the MSCC-s systems and operational transition from Kaiser Permanente-s (KP) legacy, regional membership systems to KP-s new enterprise Membership System, KP MembershipConnect (KPMC).

Responsible for identifying and documenting business processes through interviewing clients and reviewing and analyzing existing systems and processes. Articulates interrelationships and recasts business flow into system specifications. Conducts gap analyses to document discrepancies between business requirements and system capabilities. May develop project plans and ensure plan adherence. As system development progresses, may have input into reporting requirements/report development, user interfaces, and coordinates or conducts UAT and the final evaluation of the system solution. Serves as liaison between line business (client) and the IT organization.

Essential Functions:

- Requirements definition and analysis: collects and researches specific client requirements for projects, identifies requirements, gathers workflow data and basic system and reporting specifications.

- Develops, implements, and supports common business processes and tools.

- Recommends basic alternatives to address problems.

- Assesses and manages risks to minimize impact to the overall operations and/or project.

- Provides functional direction in a particular area of the operation or project.
- Project planning and execution: participates in project management process, including participating in project meetings.

- May document issues, action items, user requirements, or deliverables from project meetings.

- Performs a variety of project related activities, including analysis or preparation of documentation and presentations.

- Plans and manages initiatives, proposals, or projects, including identifying project resource needs and roles.

- Accomplishes all work within established methodologies and standards.
- Strategic Planning and Implementation: Collaborates with functional/departmental team members to partner with the line business, KP-IT and ASM to define, design, and deliver on strategic solutions to meet critical business needs.

- Researches, analyzes, proposes and implements best practice processes and solutions.
- Business User/Owner Application Support: Provides 2nd and 3rd tier application support for assigned application(s).

- Monitors production batch and ad hoc jobs as required to ensure proper functioning and completion of business operations.

- Researches and resolves technical and functional issues according to defined prioritization/severity scheme.

- Influences client and gains commitment to changes required.
- Account Management: Manages relationships with assigned customers/internal clients.

- As a change agent, works to drive culture change, client communications, and related work regarding system changes, implementations, and related business process impacts.
- Business and Process Improvement: Identifies opportunities for business or process improvement; makes associated recommendations and implements as appropriate.


Basic Qualifications:

- Minimum twelve (12) years of related professional experience.
- Bachelor's degree, OR four (4) years of experience in a directly related field.
- High School Diploma or General Education Development (GED) required.
License, Certification, Registration
- N/A
Additional Requirements:
- Develops advanced concepts, techniques and standards in general business analysis, as well as IT principles and practices.

- Skills required:
- Analysis/documentation of processes, methods, solutions, etc.
- Interpretive - translates business processes and requirements into system specifications.
- Must be able to work in a Labor/Management Partnership environment.

Preferred Qualifications:
- Master's degree preferred.

- Candidate will have extensive experience in member/customer service in the Health Insurance industry.


Additional job information:


The selected Business Analyst will lead/conduct comprehensive analyses of assigned projects- (e.g., KPMC) impact to MSCC-s operation and technologies, develop and document resulting requirements and scope, consult on design, development and UAT (may even conduct UAT), provide operational and systems subject matter expertise across various functional areas and lines of business (e.g., membership administration, billing, benefits, Individual-on/off exchange, Medicare, Group, workflow, customer relationship management, telephony IVR and routing, knowledge management, membership systems), review documentation and lead/coordinate operational readiness activities.



Primary Location: California,Corona,Corona Member Service Call Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee Job Level: Individual Contributor Department: Contact Center Systems and Applications Travel: Yes, 10 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

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