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CTG OPS Business Analyst in Danvers, Massachusetts

OPS Business Analyst

Danvers, Massachusetts, United States

New

Information Technology

Apr 08, 2021Post Date

21201497Requisition #

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CTG is seeking to fill anOps Business Analystopeningfor our client inDanvers, Massachusetts.

Location: Danvers, MA (currently remote due to Covid-19)

Duration: 4 months

Looking for someone with a few years of experience as this is not entry level. The successful candidate will have excellent data management skills, SQL experience and data visualization skills.

Responsibilities:

  • Conducts data analysis pre and post program deployment, to identify and document potential issues

  • Monitors quality of product usage post-implementation and proactively partners with Project Management

  • Identifies potential business needs and/or requirements and works collaboratively with Project Management to investigate process improvement opportunities

  • Investigates and responds to questions for assigned projects

  • Generates, interprets, and presents both status and data analytics reports for programs/products

  • Interacts directly with internal stakeholders via calls and meetings to drive client satisfaction and meet project goals

  • Under the direction of Client Solutions Management leadership, manages non-routine, complex processing and implements change requests, as well as tactical and strategic client initiatives

Recurring Tasks & Checkpoints – Client 1:

  • Monitor receipt and successful processing of the 5 daily incoming files from client

  • Run jobs and results queries in IG for records sent to Live Agent and make sure the numbers match with Live Agent portal throughout the dayo If not, escalate immediately with file name and count delta analysis

  • Check Live Agent CLIENT Import Report to make sure SLA DateTime for all daily records is current

  • If not, escalate to Live Agent and Operations with detailed data analysis

  • Check Live Agent Dial Status Report to make sure SLA Completion is at or above the expected percentile rate

  • Daily check-in with Live Agent to see if they have any errors from our records and that no pending records are being held up due to errors

  • Working with Live Agent on how they monitor this as well

  • Review both client compliance reports (Exam and Batch) daily and provide analysis on how many noncompliance reasons are a result of an Eliza vs client action

  • Monitor daily No Prompts / Expiration / Throttles Stopped but Active Data reports

  • Attend internal technical & crew meetings and Live Agent check-ins

  • Live agent call monitoring QC

Recurring Tasks & Checkpoints – Client 2:

  • Check daily track monitoring report for any members that are in danger of not completing any of the outreaches in time

  • Run jobs and results queries in IG for any members that appear on the daily track report

  • If identified, escalate to Operations/DM with detailed data analysis

  • Monitor the number of records through the various process flow touchpoints to notify Live Agent about upcoming timing and batch size volumes

  • Provide weekly data analysis containing all files received and posted to Client with date and record counts

  • Review batch and monthly compliance reports and determine reason for any noncompliance

  • If identified, escalate to Operations/DM with detailed data analysis

  • Confirm that the weekly CPR files are posted every Monday by no later than 5:00pm

  • Confirm that the Affinity crosswalk files are posted every Wednesday by no later than 5:00pm (manual posting by DSS and requires check in with the DSS team for confirmation)

  • Confirm that the Client and CCI crosswalk files are posted every Friday by no later than 5:00pm (manual posting by DSS and requires check in with the DSS team for confirmation)

  • Monitor and validate that the monthly, quarterly and annual files are posted by the agreed upon dates, by no later than 5:00pm

  • Monitor daily No Prompts / Expiration / Throttles Stopped but Active Data reports

  • Attend internal technical & crew meetings and Live Agent & DG check-ins

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group is required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered please immediately apply to this requisition using the link provided. For more information, contact the recruiter, Silvia Jones at 888-284-6551 ext. 2107 or emailsilvia.jones@ctg.com. Kindly forward to any other interested parties - thank you!

CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses.

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Business Analysis

  • Education Level: Other

  • Work Remote: Yes

  • Travel: No

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