Operations Business Analyst

The Operations Business Analyst is responsible for implementing new initiatives within the Customer Care team, focusing on establishing and improving Knowledge Management processes for effective case handling. This role involves working with the Operations Team to operationalize strategy related to new products, services, and technology. The analyst will provide input into Automation Support for Article Management and creation, and collaborate cross-functionally with Product, Customer Care, Automation, Technology, and GHX India.

Must Have

• Implement new initiatives within Customer Care, focusing on Knowledge Management.
• Evaluate business processes, uncover areas for improvement, and implement solutions.
• Define and measure Knowledge Management use by tracking key metrics.
• Manage the full lifecycle of Standard Operating Procedures (SOPs) and technical content.
• Document existing and future business process flows across various systems.
• Gather and analyze data from various sources to support strategic decision-making.
• Develop and maintain key performance indicators (KPIs) for strategic initiatives.
• Collaborate with different departments and teams to understand their needs.
• Evaluate corporate systems initiatives and determine best implementation methods.
• Create project plans, timelines, and milestones for initiative implementation.
• Monitor and evaluate the performance of implemented initiatives.
• 2+ years of experience as a Business Analyst or Knowledge Specialist.
• B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience.
• Proven track record of translating business needs into actionable solutions.
• Strong analytical skills and proficiency in data analysis tools.
• Proficient in requirements elicitation, documentation, and management.
• Experience with business process mapping and optimization methodologies.
• Strong problem identification and solution design capabilities.
• Excellent stakeholder management and cross-functional collaboration skills.
• Exceptional verbal and written communication skills.

Good to Have

• Experience in Healthcare, Supply Chain, Procurement / Customer Support.
• Professional use of Salesforce Knowledge, Confluence.
• Experience with technical/process content writing & content creation.
• SOP management.
• Experience with Excel, Power BI, Tableau, Microsoft Office 365 applications, Power Automate & Power Apps.
• Project management experience.

Operations Business Analyst

Hyderabad, Telangana, India

Business Analyst is responsible for the implementation of new initiatives within the Customer Care team, with a primary focus on establishing and improving Knowledge Management processes that are foundational to effective case handling. The individual will work with the Operations Team to operationalize strategy as it relates to new products, scope of services, and technology. The role provides input into Automation Support as it relates to Article Management, Article Creation and knowledge management. The individual works cross-functionally across Product, Customer Care, Automation,Technology, and GHX India.

Responsibilities

• Evaluating business processes, uncovering areas for improvement, and developing and implementing solutions within Customer Operations.
• Defining and measuring the successful use of Knowledge Management by tracking key metrics (e.g., Article attachment rate by employee, Correct article attached by employee, Article quality, Article, edits, New article creation
• Manage the full lifecycle of Standard Operating Procedures (SOPs) and technical content, ensuring accuracy, relevance, and accessibility for the Customer Care team.
• Work closely with Quality Assurance & Training to ensure effective use of Knowledge & SOP Changes
• Document existing and future business process flows across various systems.
• Gather and analyze data from various sources to support strategic decision-making.
• Develop and maintain key performance indicators (KPIs) to measure the success of strategic initiatives, with a specific focus on Knowledge Management metrics.
• Collaborate with different departments and teams to understand their needs, challenges, and opportunities.
• Evaluate corporate systems initiatives and determine best method for implementation.
• Facilitate workshops and meetings to gather input and insights from stakeholders.
• Create project plans, timelines, and milestones to facilitate initiative implementation.
• Provide regular updates on the progress of strategic initiatives to relevant stakeholders.
• Monitor and evaluate the performance of implemented initiatives, recommending adjustments and improvements as necessary.
• Conduct scenario analysis to assess the impact of different variables on project outcomes.
• Reporting on Power BI with the use of other Power Apps

Qualifications

• 2+ years of experience as a Business Analyst or Knowledge Specialist in an operations-focused role with a strong emphasis on process improvement and quality management.
• B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• Experience in Healthcare, Supply Chain, Procurement / Customer Support is preferred.
• Proven track record of translating business needs into actionable solutions that deliver measurable operational improvements.
• Preferred - Professional use of Salesforce Knowledge, Confluence, experience with technical/process content writing & content creation, SOP management, Excel, Power BI, Tableau,Microsoft Office 365 applications, Power Automate & Power Apps.

Data & Tools

• Strong analytical skills. Proficiency in using data analysis tools like Excel, SQL, or BI tools. Familiarity with business intelligence tools and data visualization techniques.

Process & Project

• Process mapping. Requirements elicitation. Basic understanding of project management methodologies and tools. Project management experience is desirable.

Core Business Analyst Competencies:

• Proficient in requirements elicitation, documentation, and management.
• Experience with business process mapping and optimization methodologies (e.g., BPMN).
• Strong problem identification and solution design capabilities.
• Excellent stakeholder management and cross-functional collaboration skills.

Communication & Presentation Skills:

• Exceptional verbal and written communication skills, capable of articulating complex operational findings and business recommendations to diverse audiences.
• Skilled at creating and delivering impactful presentations to drive understanding and secure buy-in

Core Behaviors:

• Highly organized and detail-oriented, with a keen eye for process flaws.
• Proactive, self-motivated, and results-oriented, with a strong drive for operational excellence and continuous improvement.
• Strategic thinker with a hands-on approach to problem-solving.
• Strong collaborative spirit, able to build effective working relationships across all levels of the organization.

GHX: It's the way you do business in healthcare

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

Read our GHX Privacy Policy

_

Create a Job Alert

Interested in building your career at GHX? Get future opportunities sent straight to your email.

Create alert

Apply for this job

------------------

• indicates a required field

Autofill with MyGreenhouse

First Name*

Last Name*

Email*

Phone

Country

Phone

Resume/CV

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

AttachAttach

Dropbox

Google Drive

Enter manuallyEnter manually

Accepted file types: pdf, doc, docx, txt, rtf

---

LinkedIn Profile

Website

Candidate Location*

Website

Current CTC*

Expected CTC*

Notice Period*

Current Location*

What city do you live in?*

What is your full legal name?*

When you apply for a job on this site, the personal information in your application is collected and processed as described in the GHX Privacy Policy (See hyperlink below). The Privacy Policy also describes your rights with respect to your personal information and how to exercise your rights. Please review the Privacy Policy carefully, and if you do not agree to processing of your personal information as described in the Privacy Policy, do not submit your personal information. *

Select...

GHX Privacy Policy

Pre-employment Statement: Applicants and Employees are evaluated without regard to mental or physical disability, gender identity, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state, or federal status. I represent that the information I provide in this Application for Employment is complete, true and accurate, and if provide any incomplete, inaccurate or false information during the selection process, the organization may deny my application and/or terminate my employment if it discovers such information after I am hired. I authorize the organization to contact anyone that it deems appropriate to verify the information I have provided or to further investigate my background, past performance and suitability for employment. I consent to being discussed by any person contacted by the organization and waive all rights to bring any action for defamation, invasion of privacy or any similar claim against anyone who provides information to the organization with a good faith belief that the information provided is true. I understand that this Application for Employment is not an offer of employment and only a written offer signed by an authorized representative of the organization will be effective (Checking the box is equivalent to a handwritten signature.)*

Select...

Pre Employment Statement

Submit application