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Posted : Monday, February 12, 2024 01:04 PM
Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy.
AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This remote work opportunity requires residency, and work to be performed, within the State of Arizona Purpose of the Job The Digital Solutions team is focused on ensuring that every point of contact our customers and stakeholders have through our digital technologies is easy to use, meets their needs, and exceeds their expectations.
The Digital Solutions Analyst provides expert, tactical resolution of production support issues as well as business integration support for all digital initiatives and projects.
In this customer facing role, the Digital Solutions Analyst will be in charge of evaluating and resolving escalated issues identified by the phone support team or internal users, providing subject matter expertise to Digital Product Owners and Agile teams including extensive research, authoring user stories, defining and executing UAT and post production validation, and conveying the solutions to external customers and partners.
Qualifications REQUIRED QUALIFICATIONS Required Work Experience Experience in a digital-related field Level 1 - 1 year Level 2 - 3 years Level 3 - 5 years Experience with business analysis or quality assurance Level 1 - 1 year Level 2 - 1 year Level 3 - 1 year Experienced in the healthcare industry with an emphasis on business or technical analysis or quality assurance Level 2 - 5 years Level 3 - 7 years Demonstrated ability to communicate clearly with diverse groups of customers and partners inside and outside of the organization Level 2 - 2 years Level 3 - 7 years Required Education High-School Diploma or GED in general field of study Required Licenses N/A Required Certifications N/A PREFERRED QUALIFICATIONS Preferred Work Experience Experience in a digital-related field Level 1 - 2 year Level 2 - 5 years Level 3 - 7 years Experience with business analysis or quality assurance Level 1 - 2 year Level 2 - 2 years Level 3 - 2 years Experienced in the healthcare industry with an emphasis on business or technical analysis or quality assurance Level 2 - 5 years Level 3 - 7 years Demonstrated ability to communicate clearly with diverse groups of customers and partners inside and outside of the organization Level 2 - 4 years Level 3 - 7 years Experience with user-centered design for mobile/web apps or large, content-rich consumer sites Level 2 - 1 years Level 3 - 2 years Preferred Education Bachelor’s Degree in Computer Science, Information Systems, Business, or related field (Levels 1 - 2) Master’s Degree in Computer Science, Information Systems, Business, or a related field (Level 3) Preferred Licenses N/A Preferred Certifications Business Analyst Certification (All levels) Project Management Certification (PMP) (All levels) Scrum Product Owner Certification (All levels) ESSENTIAL job functions AND RESPONSIBILITIES Level 1 – Performs job functions under general supervision or peer review Conducts research and analysis for issues identified in customer facing digital applications and their supporting systems; acts as a liaison between internal/external customers and IT; writes/reviews basic user stories and tracks all items to resolution Translates emerging customer needs and technologies into actionable business terms and associated plans Gathers and translates the business needs and requirements into detailed product specifications (eg.
user stories, acceptance criteria, mock ups etc.
) for the relevant development team to implement Increases the adoption of digital capabilities by utilizing problem-solving skills to address system deficiencies, implement enhancements, and improve processes and procedures Actively participates in Product Backlog grooming sessions, retrospectives, and project team’s release planning sessions Interfaces with internal/external customers and can clearly communicate complex technical topics to a non-technical audience Actively participates in Show and Tell and/or Refinement sessions for fixes/enhancements, creates and reviews test cases against user story acceptance criteria, and conducts UAT testing Offers guidance to the team during design, development, and testing phases and holds accountability for the overall solution Creation and review of test cases against user stories acceptance criteria Develops test plans, performs testing and post-production validation Facilitates Knowledge transfer: Creates training and communication information to be delivered to Digital Solutions teams as a result of production or project changes and enhancements Level 2 - Performs job functions with moderate supervision and peer review (in addition to level 1 activities) Provides subject matter expert (SME) advice related to digital capabilities and in the prioritization of workload or issue research/resolution Participates as a SME on small to medium projects.
Offers guidance to the team during design, development, and testing phases.
May review test scripts and post-production validation results Creates and delivers presentations Leads, instructs, directs and checks the work of other team members Assists management in project support and project resource planning Facilitates and/or creates new procedures and processes that support advancing technologies or capabilities Evaluates high-level project information and assess project components to forecast work effort required Provides peer-level review and mentoring to level 1 Level 3 - Performs job functions with minimal supervision Supports manager in the oversight of business activities related to the planning, oversight, and management of the tactical execution for all digital channel projects Provides leadership and mentorship to team members in the areas of external research and benchmarking, business analysis, and implementation of digital solutions to our customers Ensures Service Level Agreements between department and operational or technical areas are met Proactively seeks opportunities to improve processes and procedures in support of customer satisfaction and corporate goals Provides timely and appropriate feedback to team member on performance and team norms Develops and mentors staff by providing opportunities for growth through delegation, training, and assignment to various project teams Informs the manager of any issues impacting the efficient and effective performance of the department including system, resource, and informational barriers.
Enhances and manages reporting/data analysis on Digital Solutions performance indicators especially as they apply to individual and team performance measures Conducts quality audits for Digital Solutions Tech Phone Support team Monitors resource availability to ensure adequate phone coverage at all times Assists the manager in the day to day operations of the department Mentors all level of analysts ALL LEVELS Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
Maintains up-to-date knowledge of developments in technology-related industries Participate in corporate quality programs The position requires a full-time work schedule.
Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
Performs all other duties as assigned competencies REQUIRED COMPETENCIES Required Job Skills (Applies to All Levels) Knowledge of web, mobile, and voice portal usability best practices.
Strong analytical skills to support independent and effective decisions based on customer input and research Strong problem-solving and time management skills to support the overall management of work items, issue tickets and customer expectations Able to recognize barriers to customer satisfaction, conceptualize solutions and drive changes through governance and production support processes Intermediate documentation skills to concisely and clearly document issues containing all relevant information Basic understanding of SDLC and Agile/Scrum processes Ability to multitask and shift priorities based on business needs Familiar with healthcare customer service processes Intermediate proficiency in spreadsheet, database, presentation, and word processing software Interpersonal and oral communication skills Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones Intermediate PC proficiency Ability to facilitate disussions toward positive, actionable outcomes Ability to maintain confidentiality and privacy Required Professional Competencies (Applies to All Levels) The ability to communicate at all levels, the role will require the Product Owner to be able to communicate effectively with their team, a peer network of stakeholders, senior executives, technical resources as well as staff in other countries.
Analytical skills to support independent and effective decisions Use analytics, research, and usability testing to improve user experience and support business goals.
Conceptualize and create intuitive, engaging, and brand-consistent websites, mobile applications, and voice portals.
Recognize key site and industry trends that influence digital (online and mobile) experience.
Analyze seemingly disparate and unconnected information and translate it into customer experiences and business requirements.
Proficiency in business process design and bridging design to technology solutions.
Prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
Perseverance in the face of resistance or setbacks.
Effective interpersonal skills and ability to maintain positive working relationship with others.
Verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
Systems research and analysis.
Creative judgment and ability to think strategically.
Conceptual and tactical planning skills.
Knowledge of business requirements development and user acceptance testing.
Ability to strategize, prioritize and execute against established eChannel roadmap.
Maintain confidentiality and privacy Analytical knowledge to generate reports based on available data and make decisions based on reported data Required Leadership Experience and Competencies (Applies to All Levels) Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation.
Build synergy with a diverse team in an ever changing environment.
Effectively deal with conflict PREFERRED COMPETENCIES Preferred Job Skills (Applies to All Levels) Advanced skill in use of office equipment, including copiers, fax machines, scanner and telephones Advanced PC proficiency Advanced proficiency in spreadsheet, database and word processing software The ability to communicate at all levels, the role will require the Digital Analyst to be able to communicate effectively with their team, a peer network of stakeholders, senior executives, technical resources as well as staff in other countries.
Demonstrates an advanced knowledge of and experience with the development of business requirements, user acceptance testing and their supporting toolsets.
Preferred Professional Competencies (Applies to All Levels) Advanced systems research and analysis expertise Advanced knowledge and experience of user story development and user acceptance testing.
Work with ambiguous and conflicting information while keeping focused on the end goal Preferred Leadership Experience and Competencies (Applies to Levels 2 - 3) Ability to provide mentoring to team members and peers Ability to build lesson plans and deliver to team members Our Commitment AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona.
For more information on our company, see azblue.
com.
If interested in this position, please apply.
AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
This remote work opportunity requires residency, and work to be performed, within the State of Arizona Purpose of the Job The Digital Solutions team is focused on ensuring that every point of contact our customers and stakeholders have through our digital technologies is easy to use, meets their needs, and exceeds their expectations.
The Digital Solutions Analyst provides expert, tactical resolution of production support issues as well as business integration support for all digital initiatives and projects.
In this customer facing role, the Digital Solutions Analyst will be in charge of evaluating and resolving escalated issues identified by the phone support team or internal users, providing subject matter expertise to Digital Product Owners and Agile teams including extensive research, authoring user stories, defining and executing UAT and post production validation, and conveying the solutions to external customers and partners.
Qualifications REQUIRED QUALIFICATIONS Required Work Experience Experience in a digital-related field Level 1 - 1 year Level 2 - 3 years Level 3 - 5 years Experience with business analysis or quality assurance Level 1 - 1 year Level 2 - 1 year Level 3 - 1 year Experienced in the healthcare industry with an emphasis on business or technical analysis or quality assurance Level 2 - 5 years Level 3 - 7 years Demonstrated ability to communicate clearly with diverse groups of customers and partners inside and outside of the organization Level 2 - 2 years Level 3 - 7 years Required Education High-School Diploma or GED in general field of study Required Licenses N/A Required Certifications N/A PREFERRED QUALIFICATIONS Preferred Work Experience Experience in a digital-related field Level 1 - 2 year Level 2 - 5 years Level 3 - 7 years Experience with business analysis or quality assurance Level 1 - 2 year Level 2 - 2 years Level 3 - 2 years Experienced in the healthcare industry with an emphasis on business or technical analysis or quality assurance Level 2 - 5 years Level 3 - 7 years Demonstrated ability to communicate clearly with diverse groups of customers and partners inside and outside of the organization Level 2 - 4 years Level 3 - 7 years Experience with user-centered design for mobile/web apps or large, content-rich consumer sites Level 2 - 1 years Level 3 - 2 years Preferred Education Bachelor’s Degree in Computer Science, Information Systems, Business, or related field (Levels 1 - 2) Master’s Degree in Computer Science, Information Systems, Business, or a related field (Level 3) Preferred Licenses N/A Preferred Certifications Business Analyst Certification (All levels) Project Management Certification (PMP) (All levels) Scrum Product Owner Certification (All levels) ESSENTIAL job functions AND RESPONSIBILITIES Level 1 – Performs job functions under general supervision or peer review Conducts research and analysis for issues identified in customer facing digital applications and their supporting systems; acts as a liaison between internal/external customers and IT; writes/reviews basic user stories and tracks all items to resolution Translates emerging customer needs and technologies into actionable business terms and associated plans Gathers and translates the business needs and requirements into detailed product specifications (eg.
user stories, acceptance criteria, mock ups etc.
) for the relevant development team to implement Increases the adoption of digital capabilities by utilizing problem-solving skills to address system deficiencies, implement enhancements, and improve processes and procedures Actively participates in Product Backlog grooming sessions, retrospectives, and project team’s release planning sessions Interfaces with internal/external customers and can clearly communicate complex technical topics to a non-technical audience Actively participates in Show and Tell and/or Refinement sessions for fixes/enhancements, creates and reviews test cases against user story acceptance criteria, and conducts UAT testing Offers guidance to the team during design, development, and testing phases and holds accountability for the overall solution Creation and review of test cases against user stories acceptance criteria Develops test plans, performs testing and post-production validation Facilitates Knowledge transfer: Creates training and communication information to be delivered to Digital Solutions teams as a result of production or project changes and enhancements Level 2 - Performs job functions with moderate supervision and peer review (in addition to level 1 activities) Provides subject matter expert (SME) advice related to digital capabilities and in the prioritization of workload or issue research/resolution Participates as a SME on small to medium projects.
Offers guidance to the team during design, development, and testing phases.
May review test scripts and post-production validation results Creates and delivers presentations Leads, instructs, directs and checks the work of other team members Assists management in project support and project resource planning Facilitates and/or creates new procedures and processes that support advancing technologies or capabilities Evaluates high-level project information and assess project components to forecast work effort required Provides peer-level review and mentoring to level 1 Level 3 - Performs job functions with minimal supervision Supports manager in the oversight of business activities related to the planning, oversight, and management of the tactical execution for all digital channel projects Provides leadership and mentorship to team members in the areas of external research and benchmarking, business analysis, and implementation of digital solutions to our customers Ensures Service Level Agreements between department and operational or technical areas are met Proactively seeks opportunities to improve processes and procedures in support of customer satisfaction and corporate goals Provides timely and appropriate feedback to team member on performance and team norms Develops and mentors staff by providing opportunities for growth through delegation, training, and assignment to various project teams Informs the manager of any issues impacting the efficient and effective performance of the department including system, resource, and informational barriers.
Enhances and manages reporting/data analysis on Digital Solutions performance indicators especially as they apply to individual and team performance measures Conducts quality audits for Digital Solutions Tech Phone Support team Monitors resource availability to ensure adequate phone coverage at all times Assists the manager in the day to day operations of the department Mentors all level of analysts ALL LEVELS Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
Maintains up-to-date knowledge of developments in technology-related industries Participate in corporate quality programs The position requires a full-time work schedule.
Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
Performs all other duties as assigned competencies REQUIRED COMPETENCIES Required Job Skills (Applies to All Levels) Knowledge of web, mobile, and voice portal usability best practices.
Strong analytical skills to support independent and effective decisions based on customer input and research Strong problem-solving and time management skills to support the overall management of work items, issue tickets and customer expectations Able to recognize barriers to customer satisfaction, conceptualize solutions and drive changes through governance and production support processes Intermediate documentation skills to concisely and clearly document issues containing all relevant information Basic understanding of SDLC and Agile/Scrum processes Ability to multitask and shift priorities based on business needs Familiar with healthcare customer service processes Intermediate proficiency in spreadsheet, database, presentation, and word processing software Interpersonal and oral communication skills Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones Intermediate PC proficiency Ability to facilitate disussions toward positive, actionable outcomes Ability to maintain confidentiality and privacy Required Professional Competencies (Applies to All Levels) The ability to communicate at all levels, the role will require the Product Owner to be able to communicate effectively with their team, a peer network of stakeholders, senior executives, technical resources as well as staff in other countries.
Analytical skills to support independent and effective decisions Use analytics, research, and usability testing to improve user experience and support business goals.
Conceptualize and create intuitive, engaging, and brand-consistent websites, mobile applications, and voice portals.
Recognize key site and industry trends that influence digital (online and mobile) experience.
Analyze seemingly disparate and unconnected information and translate it into customer experiences and business requirements.
Proficiency in business process design and bridging design to technology solutions.
Prioritize tasks and work with multiple priorities, sometimes under limited time constraints.
Perseverance in the face of resistance or setbacks.
Effective interpersonal skills and ability to maintain positive working relationship with others.
Verbal and written communication skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
Systems research and analysis.
Creative judgment and ability to think strategically.
Conceptual and tactical planning skills.
Knowledge of business requirements development and user acceptance testing.
Ability to strategize, prioritize and execute against established eChannel roadmap.
Maintain confidentiality and privacy Analytical knowledge to generate reports based on available data and make decisions based on reported data Required Leadership Experience and Competencies (Applies to All Levels) Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation.
Build synergy with a diverse team in an ever changing environment.
Effectively deal with conflict PREFERRED COMPETENCIES Preferred Job Skills (Applies to All Levels) Advanced skill in use of office equipment, including copiers, fax machines, scanner and telephones Advanced PC proficiency Advanced proficiency in spreadsheet, database and word processing software The ability to communicate at all levels, the role will require the Digital Analyst to be able to communicate effectively with their team, a peer network of stakeholders, senior executives, technical resources as well as staff in other countries.
Demonstrates an advanced knowledge of and experience with the development of business requirements, user acceptance testing and their supporting toolsets.
Preferred Professional Competencies (Applies to All Levels) Advanced systems research and analysis expertise Advanced knowledge and experience of user story development and user acceptance testing.
Work with ambiguous and conflicting information while keeping focused on the end goal Preferred Leadership Experience and Competencies (Applies to Levels 2 - 3) Ability to provide mentoring to team members and peers Ability to build lesson plans and deliver to team members Our Commitment AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank you for your interest in Blue Cross Blue Shield of Arizona.
For more information on our company, see azblue.
com.
If interested in this position, please apply.
• Phone : NA
• Location : Phoenix, AZ
• Post ID: 9108684650
