Sr IT Data AnalystTelecom - Cisco Contact CenterCentral Scheduling Optimization Katy

At Houston Methodist the Sr Information Technology (IT) Data Analyst position is responsible for analysis functional documentation configuration maintenance testing and support for business intelligence and analytics applications through upgrades new releases and optimization implementations. This position utilizes critical thinking attention to detail and effective communication skills to work collaboratively with teams and to consult with business area leads and analyze issues to generate solution recommendations. The Sr IT Data Analyst position leads multiple projects and assists in coordinating the activities of junior analysts. This position communicates effectively to various stakeholders across the organization in person and through various channels to provide training and education for business intelligence applications. The Sr IT Data Analyst position utilizes advanced subject matter expertise in Business Intelligence (BI) with experience in business healthcare and technology project and actively supports develops and advances Houston Methodists Business Intelligence applications. This position facilitates requirements gathering sessions to understand and document complex business needs monitors development progress conducts quality assurance exercises ensures deliverables are met and manages expectations.

NOTE: We are seeking a highly skilled Cisco Contact Center Enterprise (CCE) Engineer to join our team. The ideal candidate will have extensive experience in designing implementing and maintaining Cisco Contact Center solutions including UCCE PCCE and UCCX. This role requires a deep understanding of Cisco Unified Communications and Contact Center technologies as well as strong problemsolving and communication skills.

Key Responsibilities:

• Design and Implementation: Design configure and deploy Cisco Contact Center Enterprise solutions including UCCE PCCE and UCCX.
• System Integration: Integrate Cisco Contact Center solutions with other enterprise systems and applications.
• Maintenance and Support: Provide ongoing maintenance and support for Cisco Contact Center solutions ensuring high availability and performance.
• Troubleshooting: Diagnose and resolve technical issues related to Cisco Contact Center solutions.
• Documentation: Create and maintain detailed technical documentation including system design documents configuration guides and troubleshooting procedures.
• Training and Knowledge Transfer: Provide training and knowledge transfer to clients and internal teams on Cisco Contact Center solutions.
• Project Management: Manage projects related to the deployment and enhancement of Cisco Contact Center solutions ensuring timely delivery and adherence to project scope and budget.

Security and Compliance: Ensure that Cisco Contact Center solutions comply with industry standards and security best practices

Technical Skills:

Proficiency in Cisco Unified Communications Manager (CUCM) Cisco Unity Connection Cisco Unified Contact Center Enterprise (UCCE) Packaged Contact Center Enterprise (PCCE) and Unified Contact Center Express (UCCX).

Strong knowledge of VoIP SIP H.323 and other telecommunication protocols.

Experience with Cisco Finesse Cisco Unified Intelligence Center (CUIC) and Cisco SocialMiner

Familiarity with scripting languages such as JavaScript Python or VBScript.

Understanding of network architectures including LAN/WAN QoS and security protocols

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental Scope of Service and Provision of Care plans as applicable for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth dignity and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Communicates (oral and written) effectively with customers vendors colleagues and management about services contact information system availability and information.

• Engages customers to elicit requirements using various methods such as Agile and RAD design and development in conjunction with developers to document business case/ scope/ plan business/functional requirements; including specifications for package solutions and/or software development.

• Implements projects coordinates development testing and resolves issues with customers and vendors making changes and corrections as needed; and coordinating communication of changes to customers.

• Provides user education of business intelligence applications and helps ensure access to data with the goal of reduced reliance on technical specialists in order to obtain data.

• Provides training and mentoring for team members through formal and informal methods.

SERVICE ESSENTIAL FUNCTIONS

• Facilitates gathering and documenting requirements business rules source to target mapping metadata capture and decomposes highlevel business and user requirements into complete concise and consistent functional requirements suitable for use by the developer.

• Leads the design and development of reports dashboards and user presentations using Business Intelligence tools including Oracle BI SAP Business Objects Epic Caboodle Tableau and Epic Slicer Dicer.

• Develops clear messaging to customers and management on plans for issue resolution status updates and their effect on the department to customers. Partners with the Project Management Office to support all phases of project implementation.

• Participates in managing and resolving major system outages disaster management and change control and actively seeks opportunities to lead initiatives within the organization.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Ensures all reported data and information are accurate consistent relevant and timely. Maintains the quality and integrity of data collected for decision making and works with the other areas of the organization to ensure consistent reporting of information.

• Performs required quality and profiling activities on the data to ensure information delivered from Business Intelligence solutions is defect free and of high quality. Develops detailed system test plans execute system test cases and provide issue tracking and consolidation. Leads a coordinated User Acceptance Test (UAT) effort.

FINANCE ESSENTIAL FUNCTIONS

• Practices good time management professional decision making and timely management reporting.

• Coordinates problem resolution technical analyses costs and resource estimates work plans workflow documentation and progress reports on assigned projects.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Proposes solutions to facilitate constructive discussion and fosters an environment that encourages innovation continuous improvement and growth within the team to arrive at the most optimal solution.

• Uses internal and external resources to stay uptodate with new BI technologies and trends. Shares industry trends and best practices with team members.

This job description is not intended to be allinclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelors degree in Computer Science Business Administration Health Administration or related discipline

WORK EXPERIENCE

• Six years experience as business analyst on Business Intelligence projects performing requirement gathering documentation as well as strong Project Management technical skills working with information technology teams on development projects using Analytics tools and technologies such as Microsoft SQL Server SAP Business objects Oracle BI Epic Caboodle Tableau

• Experience in the Healthcare Industry preferred

• Experience integrating new and existing clinical database environments preferred

LICENSES AND CERTIFICATIONS REQUIRED

• N/A

KNOWLEDGE SKILLS AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through ongoing skills competency assessments and performance evaluations

• Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients physicians family members and coworkers in a manner consistent with a customer service focus and application of positive language principles

• Excellent oral and written communication listening facilitation and observational skills

• Excellent analytical and consultative skills including the ability identify true needs and requirements

• Ability to work with a vast array of information gathered during elicitation and analysis and adjust with to changing information and priorities

• Advanced teamwork skills including the ability to negotiate priorities and resolve conflicts among customers technologists and management

• Ability to represent requirements information in graphical forms that augment textual representations in natural language

• Ability to balance theory and practical reality in data warehousing methods/approaches

• Ability to evaluate prioritize and problem solve a variety and multiplicity of tasks and ensure timely and accurate completion

• Ability to work independently and take initiative

• General knowledge of health care operations including knowledge and appreciation of business concepts and requirements as applicable to a large academic research and/or healthcare facility

• Knowledge of Epic clinical and financial modules preferred

• Expert understanding of BI and data warehousing and concepts tools functions and features

• Expert knowledge of database architecture including advanced SQL and relational and multidimensional database structures and schemas

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ONCALL*
*Note that employees may be required to be oncall during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

Houston Methodist (HM) is one of the nations leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital its flagship academic hospital in the heart of the Texas Medical Center and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute a comprehensive residency program a global business division numerous physician practices and several freestanding emergency rooms and outpatient facilities. Overall HM employs over 25000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6333 international patients from more than 76 countries. Houston Methodist Global Health Care Services consulting and education divisions also provide advisory services and training and development to health care organizations around the world.