Business Analyst- User Onboarding and Help Desk Support

Bixal will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation as part of our recruitment process, please contact us at Talent@bixal.com. You can expect a response from a team member within 24 hours during the regular work week and on the next operating day during the weekend or holidays.

What Will You Do?

Bixal is seeking a Business Analyst to join our dynamic team. The person in this role will perform work in support of a Centers for Medicare and Medicaid Services (CMS) data platform. This Business Analyst (BA) works with a Lead Business Analyst to support a Help Desk (service desk portal) and facilitate user onboarding. The BA will also work to improve processes, products, and services related to onboarding users to the data platform and will support managing, prioritizing and deriving insights from the requests and feedback received via the Help Desk.

In this role, you are:

• An advocate for Agile. You maintain the mindset—you understand the benefits and challenges of leveraging the methodology and you’re passionate about helping others ensure it comes to fruition.
• A problem solver. You enjoy helping team members navigate complex situations and achieve resolution.
• A relationship builder. You can show sensitivity and establish respect, credibility and trust and you lead with empathy.
• A strong communicator . You can lead virtual sessions with users and succinctly describe user concerns to teams, identifying areas for continuous quality improvement.
• Comfortable with technology. You are well versed in managing complex technical projects, and comfortable working with multiple teams to support users as they navigate tools available within a platform.
  
  

All Roles at Bixal will:

• Participate in client events and forums to positively represent the organization and develop and maintain relationships with the industry.
• As appropriate, play an active role in new client acquisition by supporting business development initiatives to enhance and grow Bixal's business in each of the areas that it works.
  
  

Responsibilities

• Collaborating with data platform users and engineers to resolve tickets submitted via the Help Desk
• Providing expertise in business process and system analysis, design, improvement, and implementation efforts, and translating business process needs into technical requirements
• Leading change management initiatives and user onboarding sessions
• Contributing to organizational and strategic planning across various technical and functional environments
• Determining resources needed for quality control
• Ensuring quality is maintained throughout the project life cycle
• Conducting formal and informal reviews at predetermined points throughout the development life cycle
• Evaluating, recommending, and implementing automated test tools and strategies to enhance user experience and address queries
• Designing, implementing, and conducting tests and evaluation procedures to ensure system requirements are met
• Assessing current documentation and guides to identify necessary changes and coordinating task assignments among team members
• Creating and updating documentation and guides to support onboarding and Help Desk processes
• Communicating the current status of in-progress onboarding and Help Desk initiatives to leadership and engineering team members
• Proposing improvements to the current service desk portal and assisting with the design and development of a new service desk portal
• Providing metrics and other key reporting related to Help Desk and onboarding efforts to team members and leadership regularly
  
  

Qualifications

• Bachelor degree in Business or a related discipline OR Associate degree +2 years relevant experience, OR 4 years relevant experience
• Ability to undergo a background investigation by the U.S. Government and meet eligibility requirements for suitability.
• 3+ years of work experience in relevant positions of increasing scope and responsibility
• Demonstrated history of interfacing with cross-functional teams and management, as well as external clients and other stakeholders.
• Demonstrated history of navigating issues and risks through solution identification and problem solving.
• Excellent oral and written communications skills.
• Experience with human-centered design principles and adoption of Agile mindset.
• Strong experience and comfortability with Microsoft Office suite, Sharepoint, Atlassian Product Suite, and virtual collaboration tools such as Miro.
  
  

Nice To Have

• Experience working on federal contracts or with federal clients
• Familiarity working with Confluence, Jira or Slack
• Experience working with Databricks, QuickSight or Alation
• Experience working in a SAFe Agile framework.
  
  

Perks & Benefits:

Competitive base salary

Flex hours

Work from home flexibility

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Company provided short-term disability

Company provided life insurance

Commuter benefits

Generous PTO

11 Paid holidays

Professional development opportunities

New business referral bonus

Please note that candidates selected may undergo a background investigation and, if applicable, meet eligibility requirements for suitability.

Bixal is an equal opportunity and affirmative action employer. It ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law. We are dedicated to promoting diversity, equity, and inclusion within our organization and beyond.