Capability Analyst

Position Description

The Senior Business Process Analyst will ensure the Marketplace Experience & Delivery Operations (MEADO) team delivers on their performance commitments. These commitments include: issue resolution quality, inventory, productivity, turn-around-times, MBOs, Client External Scorecards and client/member satisfaction. This role will assist in automation of processes, analytics and reports that are used to monitor and intervene on team performance gaps and opportunities. The role will also assist in building and maintaining team capabilities including issue tracking systems, automation, and other processes for multiple lines of business. This role needs to ensure the Marketplace Experience & Delivery Operations (MEADO) team grow at a pace that is both cost effective and constantly changing to adapt to the marketplace increased expectations of personal and customized services. The primary tools utilized will be the Microsoft Power Platform (Power BI, Power Apps and/or Power Automate).

Primary Responsibilities:

·       Business subject matter expert, experienced in business analysis and requirements gathering for Issue Inventory Tracking and Management, Reporting Development, MBOs, and Metrics

·       Lead automated reporting development for activities for the items above

·       Support Marketplace Experience & Delivery Operations (MEADO) team with enhancements and operational support needed for: MBO Metrics and Dashboard, Daily inventory reporting, weekly reporting, QVC reporting, Performance Guarantee, Issue Tracking System reporting updates, ad hoc requests, automated dashboard maintenance, macro/template creation and maintenance

·       Lead or support Projects, initiatives, and internal team enhancements as needed

·       Maintain, Enhance and develop desired issue tracking and management solutions

Requirements

·       1+ years of Experience with Microsoft Power Platforms (Power BI, Power Apps and/or Power Automate)

·       Intermediate level of proficiency with PC based software programs and automated database management systems required (Excel, Access, PowerPoint)

·       Experience supporting operational teams performance with reports and analytics

·       1+ years’ experience supporting and/or leading projects or change initiatives

Preferred Qualifications:

·       Bachelor’s degree in Business, Finance, Health Administration, Computer Science or related field

·       SSRS Reporting development experience

·       Previous Team Lead or Project Lead experience

·       Operational Process Improvement experience