• Clinical Research and/or healthcare experience highly preferred.

PURPOSE AND SCOPE:

The Operations Analyst supports leaders in their assigned business area, ensuring process consistency and improvement, analyzing past results to remediate ongoing issues, and identifying and providing solutions for any potential gaps in process or compliance. The analyst will track results and actively participate in various projects that support business goals. In addition, this role will support various internal teams through the day-to-day support of key technology tools.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provides research and analysis to support the growth of the existing business. Details and documents analysis findings and recommendations for management review.
• Day-to-Day operational management of technology tools and peripheral tools and systems: Become a subject matter expert for organizational technology systems
• Lead the prioritization, tracking, delivery and communication of system changes to the business unit(s), as appropriate.
• Develops and tests interim solutions, manages basic process changes as needed, evaluates and monitors results making the appropriate changes/improvements as applicable.
• Collaborates with the Reporting and Training departments to ensure any process changes are captured, the impact is measured, and gaps identified and remediated.
• Assists with developing work instructions, job aids and other tools to ensure departmental success
• Supports operational business activities - researching and analyzing information, audit results, and production work, among others.
• Interacts with management to define measurable operational metrics to evaluate the effectiveness and appropriateness of each metric as needed.
• Assists leadership regarding the use and interpretation of the data.
• Develops presentations (regularly or ad hoc) for HPSO, operations staff and management containing historic and projected data and information to make informed decisions regarding future opportunities and risks.
• Provides analyses and data-driven solutions to the company pertaining to, but not limited to: operational productivity, customer satisfaction, etc. Understands and translates requests, identifying constraints and suggesting solutions related to data/reporting.
• May refer to senior level staff for assistance with higher level problems that may arise.
• Escalates issues to supervisor/manager for resolution, as deemed necessary.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• Bachelor's Degree or equivalent related experience

EXPERIENCE AND REQUIRED SKILLS:

• 2-5 years' experience in business analysis or other business setting; or equivalent, directly related, work experience
• Previous system support experience preferred.
• Demonstrated initiative at translating concepts and ideas into concrete deliverables
• Proficiency with Microsoft applications including Word, Excel, Access, etc.
• Positive attitude, highly motivated, and a conscientious employee.
• Must be flexible to maintain focus and productivity in an environment of frequently changing priorities and tasks
• Learning agility to gain knowledge of new applications, processes and/or software
• Strong written and verbal communication skills. Ability to communicate to various audiences and management levels within the business, including strong presentation skills.
• Excellent organizational and analytical skills
• Superior attention to detail
• Ability to extract, measure, track and recommend potential opportunities for performance improvement in areas including, but not limited to, the contact center and/or operations
• Comfort with ambiguity and frequent context-switching in a fast-paced environment
• Must have the ability to tell the overall story and connect analytics to business insights