Business Analyst I (Customer Service)

Requirements

Our Business Analysts identify and analyze business needs, gather requirements, and define scope and objectives for applications integrated with business processes/data and IT infrastructure. This BA provides analytical and operational support in alignment with the Customer Service department’s evolving priorities. It also helps address critical operational needs and improve support for various departmental initiatives, such as:

• Support Quality Measures: Monitor, analyze, and report on key quality indicators to ensure service level agreements are met.
• System Upgrades and Maintenance: Act as a liaison between IT and Customer Service, assisting with system upgrades, testing, and ongoing maintenance to avoid downtime and ensure efficiency.
• Daily Project Support: Oversee and implement projects that drive performance improvements, including workflow enhancements and reporting automation.
• Agent Engagement and Development: Collaborate on agent gamification initiatives, promotional activities, and engagement efforts to enhance employee morale and productivity.
• Departmental Reporting and Analytics: Provide data-driven insights to guide strategic decision-making and identify areas for operational improvement.
  
  

Required Education: Bachelor’s Degree in Technical Subject area or related field; OR equivalent work experience in lieu of degree (Two years’ relevant work experience equals one year of college to meet this requirement. If no completed degree, candidates must have 8/ years' experience)

Required Experience: preferably Business Analyst or related experience, ideally to include the ability to develop scripts, reports and analytics. We're specifically seeking out health insurance aptitude, along with tech skills using SQL and SSMS, ServiceNow, Facets, Tableau and Salesforce.

Location: This is an onsite position, based at our Meridian Idaho main campus. At this time, relocation assistance is not being offered with this opportunity.

As Our Business Analyst You'll Need

• Ability to access and navigate through multiple data warehouses and data marts
• Knowledge and navigational skills for multiple systems and portals
• Knowledge and understanding of laws, regulations, guidelines and procedures for our industry
• Presentation, facilitation, and written, verbal, and interpersonal skills to help influence results and outcomes, connect with both technical and business teams, and engage with internal/external customers. Ability to communicate between Business Operations and IT for system and code functions
• Ability to analyze data for identifying trends and issues; analytical skills such as problem solving, process improvement
• Ability to communicate and resolve reporting, system and other relevant data issues
• Knowledge of gathering and documenting business requirements, process mapping methodologies, and project management
• Ability to be a self-starter, while balancing multiple tasks and meeting benchmarks
  
  

Your Day May Look Like

• Recommending solutions or improvements to business processes.
• Researching business requirements, develop detailed specifications, and validate the solutions with business partners.
• Communicating needs to the development team by translating business requirements.
• With IT support, assist in the development of tools, applications, reports, and analytics to enable strategic programs and metrics for the Customer Service team.
• Troubleshooting technical issues and work through a resolution (root cause analysis).
• Planning and executing business user acceptance testing and related test activities.
  
  

As of the date of this posting, a good faith estimate of the current pay range is: $58,727- $82,219. The position is eligible for annual incentive bonus (variable depending on company and employee performance). The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, internal equity, geography, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.

We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.

We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.

Reasonable accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.