Genesys Cloud - Business Analyst

Cardinal Health is a leading healthcare services and products company, and they are seeking a Consultant, Business Analysis to partner with business leaders and project teams. The role involves identifying business needs and delivering IT solutions while ensuring project scopes are defined and business objectives are met.

Responsibilities:

• Analyzes new capabilities and changing business needs to inform the delivery of Information Technology solutions. Investigates business operations, identifies causes behind the results achieved, and articulates the effects of those results on the business
• Partners with functional experts to ensure scope is clearly defined for projects and implementation initiatives. Continually evaluates projects’ achievement of associated business cases and prevents unnecessary investment
• Leads elicitation sessions with impacted stakeholders to develop and articulate process flows, requirements and rules, and prepare appropriate documentation
• Collaborates with subject matter experts to execute user acceptance testing and change management activities and to understand the results of these activities
• Provides timely and effective communication, including appropriate status updates, to all impacted stakeholders and project partners, conveying technical concepts and project progress simply and concisely
• Manages relationships with vendors as necessary for project execution and works with external parties to achieve system integration
• In partnership with project stakeholders and Director, summarizes project results, insights and impacts and creates deliverables for presentation to senior business leaders

Requirements:

• Experience with Genesys Cloud CX platform
• Excellent written and verbal communication skills
• 4-8 years of experience
• Bachelor's degree in related field, or equivalent work experience
• Experience with diagramming detailed call flows (Visio / Lucid)
• Experience with documenting user stories in Jira
• Test Execution / Defect Management experience (Functional testing, UAT)
• Familiarity with CRM integrations (Salesforce, ServiceNow, others)
• Ability to translate business requirements into technical specifications, and communicating technical functions or limitations into end user impacts