Blue Cross Blue Shield of Michigan (BCBSM) has an exciting Systems Analyst I opportunity available within our Information Technology Contact Center Infrastructure area.

About the Role

This Systems Analyst I is an operational role that is geared toward supporting contact center ecosystems that involves break-fix systems for members and providers. The successful candidate will be flexible in being able to work with / support various systems and scenarios, eager to learn, and a team player. Departmental preferred skills/experience are listed below.

Please Note: Hybrid work structure, which requires working minimum 1-day per week (Friday is the preferred team day) on-site at our downtown Detroit office (we provide free parking within employee parking structure that is connected to our building).

Departmental Preferences skills/experience:

• Contact Center industry knowledge or experience
• Cisco UCCE Contact Center knowledge or experience
• Genesys Contact Center Experience
• SQL Experience
• API knowledge or experience
• Microsoft Office
• Advanced Microsoft Excel
• High degree of analytical skill

Additional aspects/functions of the role:

• Participate in business short-term planning sessions to ensure understanding of business goals, direction and business requirements; provide input from an IT systems perspective. Provide data on cost projections for own work.
• Serve as a liaison between business areas and the IT organization and vendors in coordination with project managers to provide technical solutions that address user needs.
• Translate business requirements into technical requirements. Formulate and define system scope and objective based on user needs and understanding of business processes. Develop, write, and communicate systems design, functional system specifications and functional architecture analysis.
• Develop user and/or system test cases and validate test results during testing, as needed. Document system modifications. Support/develop system manuals. Support and may develop system enhancement communication.
• Identify, investigate, resolve and escalate problems as needed. Gather data to support recommendations to address problems.
• Procure technical assistance to help in problem resolution. Work closely with developers and end users to ensure technical compatibility and user satisfaction, as needed. Provide assistance in business case development (i.e., research, data collection, systems), as needed.
• Stay abreast of new and emerging technologies.
• Ensure understanding of Service Level Agreements (SLAs) and impact of work on the achievement of the service levels. Support achievement of SLAs.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in related field preferred.
• One (1) year of relevant system solution development, testing and implementation work experience required.

OTHER SKILLS AND ABILITIES

• Strong analytical, technical, interpersonal and communication skills.
• Knowledge of business operations, systems requirements and IT processes.
• Ability to work independently, or within a team environment.
• Other related skills and/or abilities may be required to perform this job.
• Positive attitude, adaptable to change.

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.