These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Jr. Product Manager , Customer Service Desktop

0 people like this description

Our healthcare client in San Francisco, CA is hiring! This client has an immediate need for a Contract Jr. Product Manager. This is a contract-to-perm opportunity. Client will require drug and background screening.

Position:


Job Description:
Reporting to the Sr. Product Manager, Service Desktop, the Jr. Product Manager will be responsible for the definition, documentation, and management of business and functional requirements for the future state Service Desktop implementation, and for continuous improvement throughout the platform’s lifecycle. The product business analyst will also own the fit/gap analysis between business needs and the service platform, will perform configurations, and will recommend solutions that leverage the customer service industry’s best practices as well as maximize the platform capabilities. In addition, this role is expected to own user acceptance criteria and user acceptance testing. Post deployment, the product business analyst will participate in solution adoption activities, and support future functional enhancement requests.
The person in this role must work well in highly matrixed teams and cross-functionally across Program Management, User Experience, Customer Service Operations, Business Process Management, Enterprise Architecture, IT Development, and other organizations. Additionally, the product business analyst must have strong communications and leadership skills to serve as liaison between business stakeholders and technical teams, to influence business adoption of best practices, to manage dependencies, and to drive fidelity to future state requirements throughout the implementation process.
The ideal candidate for this role has solid experience implementing enterprise customer service platform solutions, preferably in healthcare or insurance customer service environments. The candidate is also process, UX, and automation savvy and can design easy-to-use solutions that provide a 360 degree view of the customer. This candidate can manage complex requirements from an enterprise level to the smallest set that will provide the biggest impact in advancing business objectives.
The Lead Business Analyst will provide support to lower-level analysts through feedback and coaching on business analysis methodology and best practices.

Key Responsibilities

• Drive requirements discovery efforts with internal and external customers to identify and analyze business needs, process, data, and integration requirements for the Service Desktop desired future state using a variety of tools and methods, such as JAR/JAD, current state analysis, benchmarking, stakeholder interviews, end-user surveys and workstation observations.
• Conduct business process reengineering sessions, or collaborate with the Business Process Management team on those sessions, to streamline process flows and generate future state flow diagrams.
• Support/incorporate omni-channel integration requirements.
• Ensure alignment of requirements to business objectives, product roadmap, and project schedule.
• Own the business requirements documents (BRD) including data, business rules, reporting, and system integrations requirements.
• Perform platform fit/gap analysis and identify solution alternatives.
• Develop and document functional design documents that integrate UI wireframes, use cases, scenarios, workflow, analytics, web services need, and non-functional specifications.
• Manage stakeholder’s approval of functional deliverables.
• Manage functional requirement traceability.
• Estimate work resource requirements for work assignments and projects.
• Review and provide iterative input to technical approach and technical design documentation.
• Support and coach lower-level analysts.
• Assist in daily management of support issues escalated to product team.
• Work within established timelines and appropriately communicate status.

These job descriptions are examples. Looking for work?

Find JobsFind Jobs