W2 - (3) - Digital Operations Analyst (ELOQUA, AEM, Email Campaign Management) - Remote

Duties: REFER TO 'SCHEDULE NOTES' FOR REQUIREMENTS

Job Summary: Ensures best in class product operations to ensure effective product implementation and efficient ongoing operational support for MVP's, pilots, proof of concepts, highly mature products and/or product teams. This role is pivotal in leveraging data to identify operational and process improvement opportunities, supporting clinical programs, ensuring effective deployment and usage of digital health products, digital operational enablement tools and digital portfolio management capabilities.

Essential Functions:

-Apply advanced systems and analytical thinking methodologies to identify and address complex operational challenges.

-Utilize operational analysis tools and techniques to evaluate processes and outcomes, providing strategic insights and recommendations.

-Extract and analyze data to support key clinical programs and high-level operational decisions.

-Support report outs of key metrics and KPls.

-Leverage data to identify and implement operational and process improvement opportunities.

-Utilize design thinking processes to assess, improve and ensure the overall effectiveness of operational processes and solutions, ensuring a consistent and highly usable experience for product teams focused on business value delivery.

-Develop, document, implement and support knowledge management for comprehensive operational support strategies.

-Create and maintain advanced data metrics and dashboards to monitor key performance indicators, ensuring alignment with organizational and operational goals.

-Collaborate with product and operations leaders to coordinate and oversee the implementation of new products and operational processes.

-Work closely with IT, clinical practice, and other key stakeholders to ensure effective coordination and alignment.

-Serve as a key liaison between clinical practice, digital operations and product teams, ensuring clear and effective communication.

-Support product validation through end to end clinical and administrative workflow testing, including new services, features, and/or functionality launches.

-Conduct ongoing monitoring of patient, care team, and end-user feedback.

-Develop and execute cross-functional action plans to address and resolve identified issues.

-Analyze and monitor key performance indicators to optimize clinical service adoption and utilization from a strategic perspective.

-Develop and maintain high-level guidelines, procedures, and support documentation.

-Provide training and communication on program changes to ensure critical alignment with organizational goals.

-Support and oversee device configuration and logistics, ensuring they align with strategic initiatives.

-Provide training and communication on operational changes to ensure critical alignment with organizational goals.

-Analyze and monitor key performance indicators to optimize adoption and utilization from a strategic perspective.

-Process 3rd party purchase orders and invoices, monitor cost center charges, and complete comparative analysis of YTD spending vs planned budgets.

-Monitor and report on 3rd party compliance with service level agreements.

Skills: Required Skills & Experience:

-The ideal candidate will possess strong operational knowledge, analytical skills, process design expertise and the ability to collaborate with various stakeholders to optimize clinical services and operational efficiencies.

-Understands business strategy and operational planning principles and applies with minimal guidance in project work (areas may include but not limited to: value proposition, mission/strategy, goals/objectives, technology assessments, funding, and management/administration).

-Operational knowledge and expertise working with product teams.

-Possesses the knowledge and demonstrated use of operational analysis methodologies and tools.

Preferred Skills & Experience: -N/A

Education: Required Education:-Bachelor's Degree (business, engineering, statistics, health care or related field) and two (2)+ years of relevant analyst role experience. OR -High School Diploma/GED and six (6)+ years relevant experience.

Schedule Notes: Execute processes we've defined in our Tenant Playbook for assigned digital experience platforms that includes:

o Manage support ticket tracking, escalation, and reporting o Act as triage / first-line manager for existing user enhancement requests and product questions support

o Route and manage invoice payments with Finance team, tracking expenses in various reporting forums, charging back expenses to user-departments as defined by FinOps procedures

o Onboard new users, help with user adoption activities

o Expand training material library for platforms and develop user community forum and documentation center

Provide operational support for digital experience platforms to ensure product quality standards are met:

o Create and regularly update a product metrics dashboard that tracks user adoption, use case enablement, value produced, and quality/performance of each platform.

o Identify and track licensed product usage and performance including SLA compliance (support tickets, up-time of software) and usage compliance (monitor to ensure we stay under our license caps).

o Enforce governance policies for end-users and tenants in the system, facilitating change control boards for configuration management decisions and auditing platform activities to ensure end-users are staying in guidelines we define for each platform

Required Experience:

Experience creating and running reports, training users, support experience, experience with hands-on usage of digital experience platforms like Email Campaign Management, Journey Orchestration, Project Management software, workflow tools, campaign managers.

Experience with user adoption activities like soliciting future users' needs, mapping those needs to existing features in a tool, and providing configuration requirements to platform run teams to setup new user groups in a platform.

Vendor management experience, particularly in software-as-a-service vendors.

Required Skills: EMAIL CAMPAIGN MANAGEMENT, ELOQUA, AEMJ

Additional Skills:

• BUDGETS
• LOGISTICS
• JOURNEY ORCHESTRATION
• SAAS
• PROCESS DESIGN
• VALUE PROPOSITION
• OPERATIONS
• LIAISON
• PORTFOLIO MANAGEMENT
• SERVICE LEVEL AGREEMENTS
• KNOWLEDGE MANAGEMENT
• PRODUCT IMPLEMENTATION
• CLINICAL PROGRAMS
• DOCUMENTATION
• PROCESS IMPROVEMENT
• WORKFLOW
• DEPLOYMENT
• INVOICES
• STATISTICS
• OPERATIONAL SUPPORT
• METRICS
• PURCHASE ORDERS