Job Description :
Location: Baltimore MD
Duration: long term (Mini 2+ year) On-site
Interview Process: Skype/Telephonic

Job Description
Duties / Responsibilities
Assist in developing the framework, approaches, and processes using well-designed requirements or user stories, supporting screenshots and documentation.
Formulate and define project scope and objectives using knowledge of information technology and industry knowledge or requirements.
Develop acceptance criteria that can be easily adapted to modern commercial rules engines and structured in a manner that is scalable and sustainable.
Act as a liaison between business stakeholders, call center vendor and MHBE Information Technology team, using strong communication skills to elicit, document, analyze and validate business processes, systems, and solution requirements for Salesforce CRM and related applications.
Work closely with MHBE stakeholders to develop business and functional requirements for Salesforce CRM and related system/process modifications and enhancements.
Direct or participate in studies of new and existing programs and special projects to determine feasibility, resolution of problems including organizational, procedural, technical and fiscal research and analysis.
Develop policies and procedures to improve efficiency, cost-effectiveness, and/or to improve internal and external customer service through efficient elicitation, improvement and operations of Salesforce CRM and related systems.
Develop information system documentation to support MHBE IT Call Center operations.
Review and provide written comments for deliverables and ensure the deliverables address all business and functional requirements as expected.
Support requirements management, work management and change management processes.
Note: The candidate must have the flexibility to work overtime, as needed, to include weekends, holidays, and off-hours.

Minimum Qualifications
For minimum qualifications, see the labor category description in the MHBE IT IDIQ RFP for the subject RFR labor category. In addition, qualified candidates should, in general, meet the minimum qualifications specified below. Please refer to RFP Section 2.6.1 Minimum qualifications for substitution requirements. Candidates that do not meet minimum qualifications will be deemed not reasonably susceptible for award and will not progress to full evaluation.

A minimum of seven (7) years of experience in the IT field and a minimum of five (5) years of experience as an IT business analyst or equivalent.
A minimum of three (3) years of experience in conducting JAD sessions with business owners and stakeholders to gather requirements.
A minimum of two (2) years of hands-on experience in creating, modifying and maintaining requirements and design documents for large healthcare call center customer relationship management systems.
Hands-on experience in acting as a liaison between business stakeholders, call center staff and Information Technology team to elicit requirements, document, analyze and validate business processes, systems, and solution requirements for Salesforce CRM and/or related applications.
Demonstrated knowledge of systems development lifecycle (SDLC) techniques and methodologies.
Proven strong analytical and problem solving skills.
Excellent written and verbal communication skills, with the ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences.
Experience with preparing presentations, reports, tables, graphs, and observations for presentation to technical and non-technical audience.
Ability to work collaboratively with business users, managers and non-technical staff.
Experience with managing multiple priorities and tight timelines.

Preferred Qualifications
At least five (5) years of hands-on experience providing business analyst services for complex and dynamic, multi-agency technology projects in the call center customer relationship management systems.
A minimum of two (2) years of experience in acting as a liaison between business stakeholders, call center staff and Information Technology team to elicit requirements, document, analyze and validate business processes, systems, and solution requirements for Salesforce CRM applications.
A minimum of two (2) years of experience working with federal/state based healthcare marketplace stakeholders to develop business and functional requirements for managing complex call center customer support processes through Salesforce CRM or equivalent CRM solutions.
Extensive PC skills including Microsoft Office tools such as Word, Excel, Visio, Project, PowerPoint and SharePoint.
Expertise in business process modeling, analysis, tooling, documentation, communication, and improvement efforts.
Working knowledge and/or experience with Agile software development practices.
Ability to create and maintain project schedules, project plans and specifications, estimate time and resources, monitor milestone completion, track various phases of the project lifecycle, provide timely reporting of issues that impact project progress, and coordinate action items.
Experience with the State Based Marketplace solutions in Healthcare IT or Health and Human Services domains.
Experience with managing multiple project priorities under tight deadlines.
Experience working with the Project Management Office (PMO) processes, policies and procedures.


Client : Confidential

             

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