Business Systems Analyst 2 (Digital)

at Humana in Rogers, Arkansas, United States

Job Description


Humana’s Enterprise Shared Services (ESS) organization is looking for a Business Systems Analyst 2 to join the ESS Digital team working remote in the US. As part of ESS Digital, the Business Systems Analyst will provide support to the Product Owners across multiple digital platforms including chat Interactive Virtual Assistant (IVA), chatbots cobrowse, and social care. In this role, you will contribute to digital conversation strategy and help drive delivery/execution.


As the Business Systems Analyst 2 you will analyze the digital experience to identify customer needs, pain points and insights. You will contribute to product strategy and emerging capabilities based on both user needs and a good understanding of applicable business systems and industry requirements.

Key Role Functions

+ Collaborate with Product Managers to support product roadmap execution; manage small projects and initiatives that support product growth

+ Contribute to user stories/features/requirements

+ Research data to identify insights and recommend actions to influence Digital Strategy, leading to develop and deliver on improved customer and associate experiences, increased associate productivity and reduction of operating costs

+ Contributes to product model framework- influences model using data and industry best practices to drive consistency and efficiency in delivery

+ Engage in SDLC and agile execution as directed by Product Manager, Digital Leader, Product Owner; leans in to support quality engineering and deliverables

+ Drive milestone identification and delivery schedules and technology dependencies in collaboration with Leads

+ Contribute to business cases, may include research, writing, illustration, of current state and future state experience, processes and requirements

+ Research best business practices within and outside the organization to establish benchmark data for digital and service solutions. Inclusive of comparative tools

+ Influence product outcomes that align to Humana’s strategy and customer’s needs

Required Qualifications

+ Bachelor’s degree or equivalent related work experience

+ 2 years of experience as a Product Owner or similar role

+ Experience with writing requirements, use cases, user stories, , feature/story buildout

+ Understanding of agile methodologies and tools (SAFe, Jira, etc)

+ Understanding purpose of building business cases and telling stories with data, and infographics, to influence Product Manager/Lead, Executives, and operational leaders

+ Experience in using data and analytics to form outcomes, identify trends and opportunities, and drive change

+ Comprehensive knowledge of Microsoft Office applications Word, Excel, PowerPoint

+ Experience in problem analysis and process; process improvement analysis and optimization

+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work at Home/Remote Requirements

+ Must ensure designated work area is free from distractions during work hours and virtual meetings

+ Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10×1 (10mbs download x 1mbs upload) for optimal performance of is required

Preferred Qualifications

+ MBA or other Advanced Degree

+ Experienced in digital conversation tools- IVA, Chatbots, Chat, Asynch chat, SMS/Text

+ SAFe or agile methodology Certification (or in progress)

+ Demonstrated experience with process documentation and re-engineering

+ Knowledge of Systems Development Life Cycle

Scheduled Weekly Hours


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Job Posting: JC187265689

Posted On: Jul 08, 2021

Updated On: Jul 31, 2021