Job Bank
Posted On: 2-Jan-12
Online Optimization Analyst
Blue Cross Blue Shield of North Carolina, Durham, NC, USA
Position Type: Full Time Permanent
Job Description:
The Online Optimization Analyst is responsible for the ongoing oversight and optimization of BCBSNC's online solutions, within their assigned focus area. The incumbent will have a deep understanding of our existing online solutions, our customers' needs, our business objectives and the competitive landscape. They will leverage this knowledge along with website analytics and user/market research data to provide input into new projects, triage production issues and identify opportunities to improve the user experience and drive business value. This role's oversight and strategic thinking skills ensure that comprehensive, efficient solutions are being developed and implemented without negatively impacting the current operating environment and user experience.
- Analyze and report on site analytics and user/market research data, identifying trends, issues and opportunities to better deliver against BCBSNC's strategic goals and increase customer satisfaction
- Identify relevant market, site and user research needs; initiate research requests as appropriate
- Initiate new projects to continually enhance the user experience, better deliver against enterprise and divisional/departmental strategies, and address customer pain points
- Act as the online solution subject matter expert for assigned focus area
o Provide insight into proposed design/functional enhancements
o Provide input into vendor contracts and SOWs
o Ensure that the right trade-offs are being made between business goals, user goals, scalability/maintainability, time-to-market, and process efficiency
o Work with appropriate areas to update/maintain communication materials
o Provide input into project implementation and communication plans
o Perform user acceptance and validation testing, as needed
o Provide online solution education and demos
o Manage partner/vendor relationships and vet new potential solutions/platforms
- Provide ongoing user support for ad hoc reporting, questions, queries, and problem support
- Facilitate the resolution of production system problems by being the first level of support contacted by the business area supported; demonstrate ability to assess quickly and provide timely feedback
- Perform initial triage for severity and business impact of online application failures; troubleshoot cause and work with appropriate areas (IS, vendor, CGO, etc.) to implement solution
- Conduct data analysis; provide feedback to business areas and IS in order to enhance online application performance
- Perform analysis to define, analyze, and develop solutions to production system/procedural problems
- Ensure communication plan is properly documented regarding affected applications/systems to facilitate coordination across multiple impact areas
- Serve as the expert on vendor application issues that require a re-creation of the issue; provide re-creation steps to appropriate vendor managers to ensure timely support
- Serve as an expert problem solver that quickly assesses the symptoms and determines if a problem is system or process related
- Ensure regulatory compliance and adherence to online standards and guidelines.
Requirements:
- Bachelor's degree
- 5 years experience in the analysis, design and implementation of Web-based initiatives