Lead Business Systems Analyst; Five9 Administrator

We Make Life More Rewarding and Dignified

Location: Libertyville

Department: Information Technology

Summary

Lead Business Systems Analysts are responsible for analysis, design, testing, and implementation of business processes and the software applications that support these business processes. Business Systems Analysts provide business value through their collaboration with business counterparts and senior application team members, assuring existing business processes are functioning efficiently and designing business process enhancements and extensions, to ensure that technology supports key business processes. The Lead Business Systems Analyst should have strong knowledge of business activities and processes within designated business function and partner effectively with the business to ensure that IT delivers business value. This role functions as the product owner for contact center technology enterprise wide (Five9 technology) and as VCC Administrator.

Hollister Incorporated operates in a hybrid work environment. Employees are required to come into the office a minimum of 4 days per week. Sponsorship to work in the US is not available for this position.

Responsibilities

Solution Delivery:

• Implements business process solutions and enhancements. Working in collaboration with business counterparts and with oversight from senior IT resources, analyze current business processes, elicit new business requirements, develop functional process design, and associated reporting necessary to provide management oversight of the business process.
• Maintains knowledge of current process standards within their function. With support of senior application team members, understands the impact of process changes to the existing environment.
• Translates business requirements, functional designs and business scenarios into comprehensive test plans that are used to confirm business processes function as intended prior to implementation. Performs detailed unit testing to assure technical design meets functional requirements. Collaborates with business counterparts and senior application team members to assure integration testing includes all necessary business process variations.

Operating Environment

• Supports critical business processes in the area of specialization ensuring that the application platform deliveries the required business capabilities to the required specifications. Ensures that production fixes are resolved in a timely manner and following the required IT protocols.
• Develops documentation related to business process design including high level business process overviews, detailed functional specifications, and visual aids such as business process flows. Maintains current documentation as processes evolve over time. Tailors the content of documentation appropriately to the intended audience.
• Performs training of business counterparts related to implementation of new business processes. Shares best practices on current business processes with business counterparts across the organization to assure effective and efficient usage of software applications.
• Leads the implementation of routine process changes and system enhancements with oversight from senior IT resources.

Business Partnering

• Builds strong collaborative relationships with multiple business stakeholders, managing expectations, providing a clear point of contact within IT for each business stakeholder and acting as a bridge between IT and the business for technology business initiatives. Business Partnering with customer experience and clinical education business function on technology ideation.
• Is an integral part of the business technology initiatives project and initiatives intake process partnering with business stakeholders, IT solution architect and IT Leadership to define the IT / Business initiatives roadmap and develop and advance initiatives through the project intake and assessment process.
• Understands how services currently offered by IT can be put to best use and create value for the business, working collaboratively with the IT Leader and business stakeholders to define and prioritize technology initiatives that will bring the most business benefit.

Essential Functions of the Role

• Communicate effectively via email, phone, and virtual platforms.
• Collaborate across departments to support organizational goals.
• Ensure data accuracy and confidentiality in compliance with company and legal standards.
• Manage multiple priorities and deadlines in a fast-paced environment.
• Lead or support special projects aligned with departmental objectives.

Education & Work Requirements

• Bachelor's Degree with 8-12 years of related experience

Education & Work Preferences

• Possesses deep enterprise wide application knowledge in the designated business function. Application knowledge includes configuration of business processes, key integration points between modules, related master data, and transactional execution.
• Maintains current knowledge of the business trends and technology developments and applies this knowledge to meet the business challenges.
• Strong expertise in desktop applications essential to the position including Visio for process flow diagrams, Excel and/or Access for large scale data analysis.
• Strong knowledge of business requirements elicitation techniques, such as use cases, prototyping, questionnaires, etc. used in the business analysis discipline. Applies appropriate requirements gathering approach based upon the situation and audience.
• Possesses financial acumen necessary to perform basic cost benefit analysis related to low complexity process enhancements.
• Strong business partnering skills to be able to align business needs to technology solutions to deliver business value.
• Strong analytical skills to identify business needs, formulate viable alternative solutions, and present the business/technical impact of the solutions.
• Strong verbal communication skills including the ability to understand oral descriptions of complex business processes and technical content. Converses with business users using common business vocabulary, avoiding technical jargon. Takes measures to test common understanding including paraphrasing and slowing their speech pattern.
• Strong written communication skills including the ability to document complex business processes and technical content using common business terminology. Uses visual aids like process flows or decision tables to supplement verbal explanations.

Competencies

• Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
• Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
• Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
• Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
• Live The Schneiders' Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, and generous retirement savings.

• The anticipated base pay range for this position is $109,000 - $155,000 yearly. The actual salary varies based on applicants location, education, experience, skills, abilities, and other legitimate business factors.
• This position is also eligible to participate in the Hollister Corporate Bonus Plan.
• The Company's health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs.
• The Company's 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants "safe harbor" matching contributions.
• The Company's paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.
• The Company's additional benefits include: education assistance and adoption assistance benefit programs.

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 35838