Senior Configuration Analyst of Patient Contact Operations

Duties Include but are not limited to:

Maintaining the configuration management database.

Oversee the tracking, identification, and control of configuration items throughout their lifecycle.

Develop and maintain configuration management plans, policies, and procedures to adhere to industry standards and regulatory requirements.

Conduct comprehensive configuration audits and reviews to ensure consistency, accuracy, and compliance.

Conduct monthly scans of all environments.

Maintain version control of operational configurations for hardware and software.

Participate in the selection and deployment of configuration management tools and systems.

Work closely with stakeholders to resolve configuration-related issues and discrepancies.

Stay current with industry trends and best practices in configuration management.

Applies technical knowledge and understanding of business processes to recommend opportunities for optimizing business process through utilization of technology.

Translates and documents requirements into detailed program designs to present to leadership

Manages small projects, tracks project progress, identifies risks, communicates risks, status, and assesses potential impacts to the business.

Sphere of influence – Mid to upper management

Skilled at performing database queries of the application database to provide data

Committed to and supportive of all policies and procedures and the monitoring and enforcement of them.

Completes work independently with limited supervision.

Provide guidance to all levels of Management and other applicable leadership to resolve internal and external needs or issues.

Adheres to Code of Conduct.

Performs other duties as assigned.

Knowledge, Skills, & Abilities:

Excellent communication (oral and written) skills, particularly in writing practical and data-driven proposals.

Strong attention to detail including proven ability to prioritize competing initiatives simultaneously.

Robust analytical skills with the ability to use solid troubleshooting techniques with data analytics.

Ability to think tactically, persuade stakeholders, and execute methodically.

Knowledge of relational database structure and ability to monitor processing to identify issues preferred.

Experience in related industries a plus (e.g., healthcare, contact centers, financial, data analytics and processing).

Experience with Microsoft Excel, Teradata and SQL server preferred.

Creative, entrepreneurial approach to configuration/technology possibilities.

Knowledge of hardware and operating systems.

Proven ability to identify issues and recommend solutions to others.

Experience with all phases of complex projects, including ideation, development, and implementation.

Experience with creating and presenting reports to all levels of corporate structure.

Knowledge of Contact Center Configuration/Reporting/Dialer

Knowledge of the Genesys Cloud Platform preferred.

Competencies for the Role:

Strong communication skills – Strong verbal and written communication skills.  Ability to ask probing questions and listen to understand and document business needs/issues. Communicates clearly and concisely.  Able to develop and deliver formal presentations and lead meetings with management.

Problem Solving / Decision Making – Obtaining information and identifying issues and relationships relevant to achieving a goal or vision; committing to a course of action to accomplish a goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.

Customer Focus – Seeks to understand the customer, creates customer-focused practices to prevent issues, and assures customer satisfaction.

Planning and Organizing – Establishing courses of action for self and others to ensure work is completed efficiently. Able to manage a number of projects/assignments.

Quality Orientation – Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over several time period cycles.

Continuous Learning – Identifying new areas for learning; creates and takes advantage of learning opportunities; consistently gains knowledge and skill on the job and learning through their application.

Building Partnerships – Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.

Innovation – Views difficult situations and/or problems as opportunities for improvement resulting in innovative solutions while trying different/novel ways to embrace change.

Tactical Execution – Oversees the development, deployment and direction of complex programs and processes along with back end audit confirmations.

Project Management – Assesses work activities and allocates resources appropriately.

Organization – Proactively prioritizes needs and effectively manages resources.

Education:

Bachelor’s degree in Computer Science, Analytics, Information Systems, Business Administration, Engineering or a related field of study required.

Equivalent relatable experience may substitute degree requirement.

Experience:

5+ years of experience in related positions for Configuration/Contact Center

Healthcare/Contact Center/Genesys Cloud experience is preferred

PHYSICAL DEMANDS/WORKING CONDITIONS: Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 50 pounds occasionally.  Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Occasional travel to division data center and/or other facilities may be required.

OSHA Category: The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.