Case Management System Business Analyst

Overview

TITLE: Case Management System Business Analyst

RESPONSIBLE TO: Case Management System Product Owner

DIVISION/DEPT: Technology and Analytics

SUPERVISES: N/A

FLSA STATUS: Exempt

This position is funded by a grant awarded to GII. The position’s establishment and continuance are dependent upon on-going grant funding.

Responsibilities

BASIC FUNCTION:

• Translate business requirements of our case management system into technical solutions using MS SQL Server and custom internal programming.
• Provide Tier 1 and Tier 2 customer support.
• As a part of a team, complete new implementations.
• Responsible for ensuring data integrity and establishing reporting confidence.
• Obtain strong product expertise and identify business improvements.
• Technology subject matter expert in system functionality, and business process subject matter expert.

SPECIFIC DUTIES:

• Communicate with stakeholders across the board, including customers, business managers, super users, and the development team.
• Manage the list of backlog issues and prioritize them based on overall strategy and business objectives.
• Understand and anticipate customer needs.
• Support product owner with administrative functions including user account maintenance, reports and dashboards, workflows, and other routine tasks.
• Manage data integrity for agency wide reporting.
• Display a mastery of the system software to its fullest capability for metric/goal tracking.
• Assist product owner in creating a training program for super users, new staff and retraining of existing staff.
• Monitor agency wide reports and outside reporting to ensure the accuracy of data demographics, usage, outcomes, etc. Monitor usage and produce custom reports as needed.
• Assist in writing documentation and policies for system users and departments.
• Complete regular internal system audits and prepare for upgrades.
• Identify and confirm technical risks and develop mitigating approaches.
• Identify which technical and development tasks can be completed in-house and ensuring completion or delegation of development.
• Other duties as assigned.

RELATIONSHIPS:

• Internal: Daily contact with GII team members revolving around project and project needs.
• GII Members: Frequent contact with local Goodwill organizations to help identify project requirements.
• External: Frequent contact with consultants and suppliers.
• Government Officials: N/A

Qualifications

SKILLS NEEDED :

• Ability to prioritize user support requests.
• Customer first, A-B-C-D thinking mind set.
• Excellent communication and critical thinking skills.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Excellent analytical skills and data management abilities.
• High degree of organization, individual initiative, and personal accountability.
• Experience with non-profit case management product or project development experience a plus.
• Established background in testing software or services in partnership with mission leaders, program leaders, and grant managers.
• Ability to operate in various roles within a cross-functional team of super users, grant managers, case managers, and program directors.
• 3-5 years’ experience with Relational Database Management Systems.
• Intermediate SQL skills.
• Willingness to gain strong technical understanding of the case management system.
• Identify and raise technology or business process improvements.

EDUCATION: Bachelor’s degree in Computer Science; or equivalent combination of education and experience. Microsoft SQL Certifications a plus.

EXPERIENCE: Understanding of current social issues. Experience identifying technical project requirements. Experience managing communication with external and internal stakeholders (clients, sponsors, executives, etc.). Experience supporting a wide range of users with varying technology experience.

DECISION MAKING: Decisions related to diagnosing problems and implementing corrective action.

SUPERVISION: General – Latitude is given to determine approaches, procedures, and methodologies for accomplishing the work. Receive administrative review. Work is reviewed to assure that it is conceptually sound and meets assignment objectives.

PHYSICAL EFFORT: Medium, lifting 30 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 15 lbs. Walking or standing to a significate degree, involves sitting most of the time. May require long hours at a personal computer.

EMOTIONAL EFFORT: Medium, frequent short deadlines requiring some overtime. Work environment usually hectic with periods of high stress.