151202 - Access Technology Analyst
Detroit, MI 
Posted 2 months ago
Position No Longer Available
Position No Longer Available
Job Description


Responsible for capturing user requirements to develop or modify collaboration products that address complex business problems; participate in focus groups to obtain user feedback, identify themes, design user stories and wireframes; document new feature and enhancement requirements for various access related applications; supply data analysis and performance models to senior and executive management to support business decisions; prepare and deliver reports to both internal and external customers; work to better understand the inter-relationships between staffing, call arrival patterns and volumes, contact center, and corporate system wide performance objectives, and how they will be achieved using appropriate strategic plans; ensure data accuracy and validity derived from a variety of systems; perform data analysis using statistical techniques; prepare detailed specifications, wireframes, user stories, epics, and theme documentations; develop and execute comprehensive test and data validation plans to confirm product functionality; support the development of training plans and/or job aids as new enterprise features and functions are implemented; work with technology partners and peers to maintain appropriate knowledge base information as the collaboration solutions environment evolves and changes; provide a wide array of analytic support to multiple ongoing projects; prepare ongoing, ad hoc data modeling support for contact center management and present to executive management that supports the performance objectives of the contact center; utilize Simio, MS Access, Pivot tables/charts, Power View, VBA, Macros, Forecasting, Vlookup data modeling/analysis, Power BI, Tableau, SQL, Python, R and KNIME flow variables/configuration nodes to perform duties; supply technical systems administration for all Contact Center and Access Department applications; serve as liaison with the IT organization for all hardware/software fixes and/or upgrades for access technology related activities; provide content, validate and maintain the integrity of the department pages of the Henry Ford website; create, design, and coordinate all call reports and data models relative to contact center and Access department for the purpose of providing data analysis the entire Enterprise; provide data analysis results used as guidance to senior leaders for contact center strategic planning; and design and publish reporting templates that are used for dash boarding purposes to communicate contact center metrics throughout the enterprise.

Location: 3031 W. Grand Blvd., Suite 800, Detroit, Michigan, 48202;

Salary: $58,149 per year

Minimum Qualifications:

Education: Bachelors Degree in Management Information Systems, Computer Science, Computer Engineering, Data Analytics, Information Technology Management, or in a related field of study (will accept equivalent foreign degree);

Training: None

Experience: One (1) year in the position above, as an Operations Analyst, as an Associate Rel Support Manager - IRM, as a Graduate Assistant, or in a related occupation;

Other Requirements: Experience must have included any use of all the following:

Will also accept any suitable combination of education, training and/or experience.



Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.


Position No Longer Available
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
1 year
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