20 days old

Business Analyst, Voice User

Deerfield, IL
Job Summary

Gathers data and formulates requirements using a variety of methods, including conversations with business subject matter experts, observations, interviews, surveys, questionnaires, and focus groups.
Analyzes, classifies and documents project scope and business requirements, and identifies and clarifies functional requirements using conceptual and logical processes.
Serves as a bridge and translator between various teams, including the business, operations, IT, and external vendors. Works collaboratively with design, development, QA, and production support staff to ensure business and functional requirements are properly documented, tested, piloted and executed.
Actively participates in user acceptance testing to ensure implemented solutions meet established business and functional requirements.
Monitors solutions after launch to ensure desired results are achieved and identifies opportunities for continuous improvement by reviewing data.

Job Responsibilities
  • Gathers and documents solution requirements; helps identify desired results and provides an understanding of the opportunity or problem.
  • Reviews high level test plans, business and system requirements based on quality assurance plans.
  • Gathers and documents functional requirements derived from business requirements, including call flows, screen flow diagrams, process diagrams and use cases where needed.
  • Assists in scope definition and managing initiatives from definition through implementation, providing necessary updates and communications to stakeholders.
  • Coordinates and facilitates meetings to gather and validate requirements.
  • Assists with project communication with stakeholders and pre-launch communication to impacted organizations including corporate leadership, contact centers and field personnel.
  • Provides post-deployment support including assessment of solution and evaluation of feedback to ensure that the requirement gaps are identified and addressed.
  • Understands and identifies the correct resources to help define and validate both requirements and specifications.
  • Uses data and observations to identify opportunities for improving portfolio solutions and related business processes.
  • Interfaces with stakeholders to answer routine application and requirements questions. Escalates the more complex questions, but follows up for resolution.
  • Works with business owners and stakeholders to review and help prioritize suggested improvements, system enhancements and resolution of production issues.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.

Basic Qualifications

  • BachelorĂ¢€™s Degree and at least 2 years of experience working on large-scale technology projects; or, High School Diploma / GED and at least 5 years of experience in retail or mail pharmacy.
  • Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders.
  • Ability to identify qualitative and quantitative indicators for success.
  • Experience with requirements specification and development: process/functional requirements definition methods, JAD/RAD sessions, use case development, and process flow diagrams.
  • Outstanding written and verbal communication skills.
  • Experience delivering / presenting to all levels of an organization.

Preferred Qualifications

  • BachelorĂ¢€™s Degree in Computer Science.
  • Knowledge of technical design processes and models.
  • Knowledge of processes used to validate requirements were met in implemented solutions.
  • Experience with contact center operations and technology (e.g., multi-channel outbound and voice channel technology)
  • Familiarity with project management and continuous improvement methodologies.
  • Experience using consulting skills and developing client relationships.
  • Experience using analytical skills, tools and techniques to investigate information and to draw conclusions.
  • Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience working with virtual teams.


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Business Analyst, Voice User

Deerfield, IL

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