Operations Business Analyst

Business Analyst is responsible for the implementation of new initiatives within the Customer Care team, with a primary focus on establishing and improving Knowledge Management processes that are foundational to effective case handling. The individual will work with the Operations Team to operationalize strategy as it relates to new products, scope of services, and technology. The role provides input into Automation Support as it relates to Article Management, Article Creation and knowledge management. The individual works cross-functionally across Product, Customer Care, Automation,Technology, and GHX India.

Responsibilities

• Evaluating business processes, uncovering areas for improvement, and developing and implementing solutions within Customer Operations.
• Defining and measuring the successful use of Knowledge Management by tracking key metrics (e.g., Article attachment rate by employee, Correct article attached by employee, Article quality, Article, edits, New article creation
• Manage the full lifecycle of Standard Operating Procedures (SOPs) and technical content, ensuring accuracy, relevance, and accessibility for the Customer Care team.
• Work closely with Quality Assurance & Training to ensure effective use of Knowledge & SOP Changes
• Document existing and future business process flows across various systems.
• Gather and analyze data from various sources to support strategic decision-making.
• Develop and maintain key performance indicators (KPIs) to measure the success of strategic initiatives, with a specific focus on Knowledge Management metrics.
• Collaborate with different departments and teams to understand their needs, challenges, and opportunities.
• Evaluate corporate systems initiatives and determine best method for implementation.
• Facilitate workshops and meetings to gather input and insights from stakeholders.
• Create project plans, timelines, and milestones to facilitate initiative implementation.
• Provide regular updates on the progress of strategic initiatives to relevant stakeholders.
• Monitor and evaluate the performance of implemented initiatives, recommending adjustments and improvements as necessary.
• Conduct scenario analysis to assess the impact of different variables on project outcomes.
• Reporting on Power BI with the use of other Power Apps

Qualifications

• 2+ years of experience as a Business Analyst or Knowledge Specialist in an operations-focused role with a strong emphasis on process improvement and quality management.
• B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• Experience in Healthcare, Supply Chain, Procurement / Customer Support is preferred.
• Proven track record of translating business needs into actionable solutions that deliver measurable operational improvements.
• Preferred - Professional use of Salesforce Knowledge, Confluence, experience with technical/process content writing & content creation, SOP management, Excel, Power BI, Tableau,Microsoft Office 365 applications, Power Automate & Power Apps.

Data & Tools

• Strong analytical skills. Proficiency in using data analysis tools like Excel, SQL, or BI tools. Familiarity with business intelligence tools and data visualization techniques.

Process & Project

• Process mapping. Requirements elicitation. Basic understanding of project management methodologies and tools. Project management experience is desirable.

Core Business Analyst Competencies:

• Proficient in requirements elicitation, documentation, and management. 
• Experience with business process mapping and optimization methodologies (e.g., BPMN). 
• Strong problem identification and solution design capabilities. 
• Excellent stakeholder management and cross-functional collaboration skills.

Communication & Presentation Skills:

• Exceptional verbal and written communication skills, capable of articulating complex operational findings and business recommendations to diverse audiences.
• Skilled at creating and delivering impactful presentations to drive understanding and secure buy-in

Core Behaviors:

• Highly organized and detail-oriented, with a keen eye for process flaws.
• Proactive, self-motivated, and results-oriented, with a strong drive for operational excellence and continuous improvement.
• Strategic thinker with a hands-on approach to problem-solving.
• Strong collaborative spirit, able to build effective working relationships across all levels of the organization.