Business Analyst

Job description

The ideal candidate will be able to diagnose and resolve technology system issues for public health clients to aid them in successfully using our pandemic vaccination management system. This will be done by collaborating and communicating with customers and internal team members to understand and mitigate production issues, propose and test workarounds and solutions, and by contributing to continuous improvement of the product and our customer support services.

Responsibilities

• Develop and maintain expertise in a rapidly evolving public health software solution and enable state and local governments and other customers to maximize its value.
• Provide excellent production support to customers by triaging and resolving active production issues for customers using the software:
• Assemble and analyze information.  
• Problem-solve by identifying workarounds when needed.
• Research, document and communicate solution needs to appropriate members of the customer support chain including technology team, trainer, and/or account managers.
• Test fixes and enhancements prior to release to customers.
• Track and manage production issues from escalation through to resolution.
• Coach customers and colleagues in prioritizing issues according to severity. 
• Work cross-functionally within customer support team and across the company to communicate with all stakeholders in finding solutions to production issues.
• Track and use production support key performance indicators (KPIs) to provide service usage information to customers and metrics-driven recommendations for improving product and service. 

Qualifications

·       Three or more years of previous business analyst experience 

·       Excellent analytical, critical thinking and problem-solving abilities

·       Well accustomed to supporting clients experiencing urgent production issues

·       Excellent attention to detail

·       Strong oral and written communication skills

·       Ability to coach others and manage deliverables in a team environment

·       Demonstrated ability to excel and deliver in a fast-paced environment of rapid change

·       Bachelor’s degree or commensurate experience

·       Previous public health experience desired